2UP Casino - A conta do jogador foi encerrada.

Hi. Registred there app. June-July 2025. I do not know how much deposits I made that time, I think 1000 with welcome bonus, and then about 5000 or 10000 usdt. Won that time and made withdraw, about 25k. Then I do not played there.

Week ago I received email about VIP status and tried again to play. I was very lucky, made few withdraws. and again made deposits. At the finish I had about 41-42k usd balance. But when I tried to make withdraw I received question from casino support: Thank you for patiently waiting. Our team is requesting that you provide information on how you won the slots before we process your withdrawal. Do you have any techniques you use?

Today I was dropped off from account, account are deleted. And when I tried to login with google account, I just entered in absolutely empty and new account. Support said that reason is Fraudlient activity.

Ofc I answered that I just had luck. I played only video slots. Do not used bonuses. Just gambling.

Hope you will help 🙂

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.

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 specify which slots you played to accumulate your most recent winnings?
• Have you responded to the question from the casino customer support regarding the techniques you allegedly used to accumulate your winnings?
• Have you passed the full KYC verification?
• Could you please forward me the communication between you and the casino customer support regarding the investigation of your gameplay and the closure of your account? My email address is veronika.f@casino.guru.

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

hi, most part of communication are visible on screenshots. kyc passed 6-7 months ago. I played Balck Hawk Deluxe with bet 100 euro. Did I answered this question? Yes, I won just because this time I was lucky.

Dear aleks86

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you aleks86 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 2UP Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear aleks86,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter