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They closed my account arbitrarily, claiming I have a link to another account without providing any proof of such a link. They don't respond to inquiries, investigate the problem, or return my balance.

Cerraron ni cuenta con saldo arbitrariamente diciendo que tengo vinculación con otra cuenta sin demostrar la vinculación de algún tipo con otra cuenta no dan respuesta ni revisan el problema tampoco quieren devolver mi saldo

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Dear Cesar1986,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Hi, yes, some people play at work using the Wi-Fi network, but I'm not related to them. My balance wasn't an active bonus; it was available for withdrawal, and all my KYC information was passed and validated. I haven't made any deposits to other accounts, nor am I linked to any other accounts.

Hola si hay gente que juega en el trabajo utilizando la red wiffi a instalar pero no tengo parentesco. Mi saldo no era de bono activo estaba liberado para retiro y toda mi información información kyc fue supera y validada no e realizado ningun deposito a otras cuentas ni tengo vinculación alguna con otras cuentas

Hello Cesar1986,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, Cesar1986.

• Have you received any other specific communication from the casino regarding the closure of your account?
• What details were provided regarding the alleged link to another account?
• When did you first notice that your account was closed?

You can send me all the evidence to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

On March 30, 2026, my account was closed when I tried to make a withdrawal. They said it was linked to two other email addresses, but those emails belong to other people and are verified on the platform with their identities. I have no relation to them whatsoever. They said it was only because we connected to an open Wi-Fi network that there was no appeal and they refused to take responsibility for the balance, even though I had deposited money.

El 30 del marzo 2026 me cerraron la cuenta cuando quise realizar un retiro dijeron que tenia un vínculo con otros 2 correos pero esos correos son de otras personas y están verificados en la plataforma con identidad no tengo parentesco alguno solo por que nos conectamos a una red wifi abierta dijeron que no avia apelación ni quisieron acerse responsables por el saldo incluso que yo avía depositado

Thank you for your reply and for providing the previous details, Cesar1986.

Could you provide additional email communication you had with the casino regarding the mentioned accounts? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.