Golisimo Casino - Spillerens konto er lukket, og udbetalinger af gevinster er blokeret.

Hi, after playing at this casino and winning around €740 on the slots, a few days later my withdrawals were blocked for no reason.

I asked for information and after a good week of waiting they replied saying that identity verification was needed.

I immediately uploaded all the required documents and after another 4 days they verified me, but the withdrawals remained blocked.

After another 3 days, they finally reinstated my blood tests.

Today I requested a withdrawal and after a few minutes it was cancelled and my account was blocked.

At this point I'm starting to think that this casino doesn't want to pay out my winnings.

I asked about the block and they simply said it was an administrative decision, but they couldn't tell me anything about withdrawing my winnings.

I'm no longer interested in playing with them since they've proven to be unreliable, but I want to be able to withdraw my balance.

I hope you can intervene.

Thank you

Salve, dopo aver giocato su questo casino e aver vinto circa 740€ alle slot, dopo qualche giorno mi sono stati bloccati i prelievi senza motivo.

Ho chiesto per informazioni e dopo ben 1 settimana di attesa mi hanno risposto dicendo che serviva la verifica dell'identità.

Ho caricato subito tutti i documenti richiesti e dopo altri 4 giorni mi hanno verificato, ma i prelievi rimanevano bloccati.

Dopo altri 3 giorni, finalmente, mi hanno riabilitato i prelievi.

Oggi ho richiesto il prelievo e dopo qualche mi è stato annullato e il mio conto è stato bloccato.

A questo punto mi viene da pensare che questo casino non voglia pagare le mie vincite.

Ho chiesto informazioni sul blocco e si sono limitati a dire che è stata una scelta amministrativa, ma non mi hanno saputo dire niente sul prelievo delle mie vincite.

Non mi interessa piu giocare con loro visto che si sono dimostrati inaffidabili, però voglio poter prelevare il mio saldo.

Spero possiate intervenire voi.

Grazie

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about the repeated issues with your withdrawals and the account being blocked again after verification.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Were your winnings (€740) accumulated purely from real money, or was any bonus involved at any stage?
• Did the casino provide any explanation at all for the withdrawal cancellation and account block, even a general one (e.g. "security reasons" or "terms violation")?
• Have you made any successful withdrawals from this casino in the past?
• Are you currently able to log in to your account, or is access fully restricted?

If you have any communication with the casino (emails, chat transcripts, or screenshots of your account status, verification approval, or withdrawal cancellation), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear nan74,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.