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I was playing for a while on this site. After winning the prize in their race, I did not get prize money for 5 days (usually it gets paid in couples day) so I decided to ask about this situation on live chat and got told that they will check it. Next day my account was closed. 

We inform you that your account was closed by the decision of the Administration, according to the rule:7.3. We reserve the right to close your Account at our absolute discretion and without any obligation to state a reason or give prior notice.

So they just took my balance that was on my account, 500euros race money and almost 1000euros value on my VIP status points(I can exchange it for money). Wrote them a few emails and did not get any response from them.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the race you participated in?

Did you have any real-money balance in your account at the time the casino closed it?

Have you passed the full KYC verification?

Am I correct in understanding that you previously made successful withdrawals from this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have made over 20 deposits and withdrawals, been playing on this site for about a year. I had some money on balance for sure but very small amount. Finished second in the race.

Do you have any evidence confirming that you finished in second place in the Luxury Loot tournament? Have you received any congratulatory email from the casino confirming your result? If so, could you please either forward it to me at veronika.f@casino.guru or upload screenshots here?

I checked the table of winners, but I wasn’t able to find the Player ID you submitted on our website.

Dear JustAAs,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru