Ace Game Casino - A conta do jogador foi encerrada devido a acusações falsas.

I placed some esports bets on Ace Game and won. Following that, they asked for KYC verification, which I completed without any issues. But instead of processing my withdrawal, they completely scammed me.

They locked my account with ridiculous accusations of "money laundering" and "multi-accounting" (which is a joke, I strictly have only one account). Now, their customer support completely ignores my emails or just sends automated copy-paste replies. They provide zero proof for their claims.

It seems they just make up fake reasons to avoid paying winning players. I am filing this complaint here because it's impossible to get a human response from them. I just want my fair winnings back.

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.

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Hello,

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 understand the whole situation completely.

• 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 advise 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

No there is no chance that someone of my family made any bets)

Yes i have passed kyc sir

I dont have any bonuses or etc i just deposit money and bet them

Dear wekek,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website? Have you utilized a payment method that is registered in your own name?

Thank you for your patience and cooperation.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear wekek,

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.