Art Casino - A conta do jogador foi encerrada injustamente.

I am submitting this complaint regarding ArtCasino due to an unfair account closure and unpaid remaining balance.

Here is a clear summary of what happened:

I deposited R$150.

I played normally and accumulated approximately R$600 in total balance through legitimate gameplay.

I requested a withdrawal.

I was only allowed to withdraw the initial deposit (R$150).

Shortly after, my account was closed while there was still remaining balance from my winnings.

I did not violate any terms, did not abuse bonuses, and did not engage in any fraudulent activity. My gameplay was regular and fair.

After the partial withdrawal, my account was closed without a transparent explanation and without paying the remaining balance.

I contacted support multiple times but did not receive a clear justification referencing a specific clause of the Terms and Conditions.

I respectfully request:

A full review of my case.

A clear explanation of the exact rule allegedly violated (if any).

The payment of my legitimate remaining balance.

I am willing to provide all screenshots and communication records as evidence.

I am simply asking for fair treatment and the payment of winnings obtained through legitimate play.

Thank you for your assistance.

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 Ronaldo7777,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc., with the money you deposited?
• How long have you been playing at Art Casino? Did you pass the verification before you lost access to the account?
• Did you accumulate 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

Hello,

Thank you for your response.

Here are the requested details:

• I played in the casino section, specifically the slot game Lucky Pig by PG Soft.

• I created my account approximately 15 days ago.

• I had already submitted my documents for verification, but the verification process had not yet been completed before my account was closed.

• My winnings were accumulated using real money only. I did not use any active bonus.

Please let me know if you need any additional information or screenshots.

Kind regards,

Ronaldo

Dear Ronaldo7777,

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

To help us review your case accurately, could you please clarify the following:

• Can you confirm the date when you made the deposit of R$150 and request the withdrawal of your winnings?
• Could you please let me know which verification documents you have already submitted and the exact dates when they were sent?
• Have you received any email explaining why your account was closed? You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.

Thank you for your assistance.

Here are the requested details:

• Deposit and withdrawal dates

I made the deposit of R$150 on February 13.

I requested the withdrawal on February 20.

• Verification documents submitted

I submitted my verification documents on February 19, one day before requesting the withdrawal.

The documents included:

My Brazilian ID (RG)

Proof of address

Photo of my bank card

The verification process was not completed before my account was closed.

• Explanation of account closure

I did not receive any email explaining the reason for the account closure.

I have sent multiple emails to the casino and contacted live chat several times. However, I only received generic responses directing me to contact their email support. No clear explanation or justification has ever been provided.

Additionally, I have been sending emails almost every day and have not received any response. I will provide screenshots showing all the unanswered emails as proof that I have been actively trying to resolve this matter directly with the casino.

Thank you again for your support.

Dear Ronaldo7777

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 Samuel (samuel.s@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,

Petra

Thank you petra very much for your help and for taking the time to review my case. I truly appreciate your assistance and the effort your team is putting into this matter.

I will patiently wait for further updates from samuel

Dear Ronaldo7777,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Art Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Art Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

Thank you for taking over my case.

There are no new updates from my side. I would just like to mention that the emails I sent to art casini are still without any response from them.

Kind regards,

Ronaldo

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.

Hi there,

Please note we have attached documents which were provided by player for KYC purposes. Unfortunately we can not accept such documents as appropriate one. As for the gameplay history we did not check if everything was by the rules.

Looking forward for your reply.

Artcasino Team

Hello,

Regarding the KYC, I would like to clarify that I submitted valid documents, including my ID, proof of address, and bank card, before requesting the withdrawal.

If the documents were not accepted, I was never clearly informed about the specific issue or given a proper opportunity to provide alternative documents.

Additionally, I sent multiple emails and contacted live support several times, but my emails were never answered, and I only received generic responses without any clear explanation.

I would also like to point out that not providing a clear reason for the account closure or document rejection represents a lack of transparency and a failure to follow a fair process. I was not informed about any specific issue nor given a proper chance to resolve it.

Regarding the gameplay, I strongly deny any violation of rules. I played normally using real money, without any bonus, and no specific rule violation has been mentioned or proven.

Hi Samuel,

After additional check we have found out that player has claimed deposit bonus with his first deposit. Unfortunately player violated bonus T&C on clause Max Bet (proof in attachment), therefore winnings will remain forfeited even if player pass KYC process.

Looking forward for your answer.

Artcasino Team

Firstly, your own support team clearly informed me that the real balance would be used before any bonus balance. Therefore, all bets placed were made using real funds, not bonus funds.

Additionally, I had already requested the cancellation of the bonus prior to placing any bets, specifically to avoid any limitations or restrictions related to bonus Terms and Conditions.

Given these facts, there is no valid reason to apply the "maximum bet" rule associated with the bonus, since:

Real balance is used first, as confirmed by your support team;

Furthermore, I was never clearly informed that the bonus would remain active after my cancellation request, which represents a lack of transparency on your part

Hello everyone,

Thank you, Art Casino, for the update and for sharing the supporting documents. I appreciate your cooperation.

Dear Ronaldo7777,

Thank you as well for your detailed explanation.

At this point, there are two key aspects that need to be clarified before I can proceed with a fair assessment of the case: the KYC process and the gameplay related to the bonus.

Art Casino, I would kindly ask you to provide:

• A clearer explanation of why the player’s KYC documents were rejected, including what exactly was missing or incorrect.
• Complete gameplay and betting history, especially focusing on the bets that allegedly violated the maximum bet rule.
• Confirmation of whether the bonus was active at the time of the bets and whether any cancellation request was received and processed.

Ronaldo7777, from your side, I would ask you to provide:

• Any communication (emails or chat transcripts) where you requested the bonus cancellation.
• Any confirmation from the casino that real balance was used first, as you mentioned.

This additional information will help clarify whether the bonus terms were correctly applied and whether the player had a fair opportunity to comply with them.

Thank you both for your cooperation, and I look forward to your replies.

Hi Samuel,

As you could probably noticed, document provided by player was a document issued when player was a minor (under 18 years old). As such can not be accepted by legislation under which we operate.

In addition we are sending proof of max Bet breach (bet of 150BRL) the very first slot game player entered once received First Deposit Bonus with his first (only) deposit.

As a second slot game he choose Mines where he placed bet of 300 BRL which is way more than it is allowed.

Artcasino Team

Hello Samuel,

Thank you for your message.

Regarding the requested proof, I no longer have access to my account, as it was closed by art casino, so I am unable to retrieve any live chat transcripts.

However, I was informed via live chat that my real balance would be used first. The casino has full access to my account records and should be able to verify this information.

Regarding the document, in Brazil it is completely legal and normal for an ID to be issued before the age of 18. This does not make the document invalid, and I am currently over 18.

If there was any issue with my documents, I was never clearly informed nor given the opportunity to correct it, despite multiple attempts to contact support.

Can you provide proof that my bets were made using bonus funds and not real balance?

Hello everyone,

thank you, Art Casino, for the documents and for your cooperation so far. I would kindly ask you to provide a complete game log for the relevant period, clearly showing which bets were made using real money and which using bonus funds. Additionally, please indicate where in your bonus terms it specifies that real money is used first before bonus funds, as claimed by the player.

If possible, it would also be helpful to provide the live chat transcript related to the player’s requests, or allow the player to extract it from their account if feasible.

For clarity regarding KYC, the ID provided by the player appears acceptable, as he was already of legal age at the time of account creation (born 2003, account opened in February 2023). This should address Art Casino’s previous concerns about potential underage registration.

Dear Ronaldo7777, could you please clarify why in the complaint you indicated that your account was opened recently, when internal records from the casino show February 2023?

These clarifications will allow us to fairly assess the situation regarding bonus usage and KYC compliance.

Thank you all for your cooperation, and I look forward to the requested information.

Hi Samuel

Regarding the date the account was created, I honestly couldn't remember precisely. I've never been an active user of the site and I've hardly used the account before.

In addition, I had never made any deposits or placed any bets before I started using the platform recently.

That's why I mentioned that the account was "recent", in the sense of actual use, and not the date of registration

Ola Samuel

Sobre a data de criação da conta sinceramente não me recordava com precisão. Porque nunca fui um usuário ativo dessa casa e praticamente não utilizei a conta anteriormente.

Além disso, nunca havia realizado qualquer depósito ou aposta antes de começar a utilizar a plataforma recentemente.

Por isso, mencionei que a conta era "recente", no sentido de uso real, e não da data de registro

Hi Samuel,

Please note following clauses from Bonus T&C apply once Deposit Bonus is claimed.

10.1.6 All games have a maximum betting limit of 3 EUR (or equivalent in other currencies) per game round/spin during bonus is active on the player's account. Moreover, it is strictly forbidden to use any slot special features, including "gamble feature", "buy bonus feature, "buy free spins future" or any other in slot "game feature" and "bonus hunt" (collecting bonuses with intention to later open it) during bonus active period ("active bonus") on the player's account. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the active bonus period.

We have added proof that player has violated 2 conditions; Max Bet and even Bonus Buy Feature of 150 BRL

Any Deposit Bonus is considered as active from the moment it has been claimed and has nothing to with whether player used Real Balance funds or Bonus Funds.

10.2.3 First Deposit bonus is "sticky" and non withdrawable and will be forfeited once you make a withdrawal request.

10.1.7 Players are not allowed to collect and/or combine bonuses. Any Bonus (bonus that comes with deposit requirement) is "sticky" and is considered as active until withdrawal request has been processed or when winnings generated with the help of bonus are part of players balance or when players balance reach zero out threshold which is set to 1 EUR or equivalent in other currency.

On the following link you can find Bonus T&C

https://www.artcasino.io/info/bonus-terms-and-conditions

Artcasino Team

Casino representative, could you please respond?

Could you clarify why no response was provided earlier, despite the numerous emails sent and the multiple attempts to contact you via live chat? Also, why was the reason for the closure of my account only presented after I filed this complaint with Casino Guru?

This clearly shows that there was no transparency from the beginning of the case.

It is not reasonable to expect this type of conduct from a licensed company with a high reputation.

Hello everyone,

thank you both for your responses and the information provided so far.

Art Casino, I understand your position regarding the bonus terms and the alleged max bet violation. However, before I can consider the confiscation of winnings justified, I need a clearer picture of the entire sequence of events.

At this stage, I would kindly ask you to provide:

• the full live chat transcript between the player and your support (if available)
• a detailed timeline of events, including account registration, bonus activation, gameplay, KYC verification attempts, and account closure
• clarification on when exactly the KYC verification was performed and at what point the issue with the player’s document was identified

Additionally, I would like to understand why the concern regarding the player’s ID (being issued while under 18) was only raised at a later stage. If this was indeed an issue, it should have been identified during the initial verification process, not after gameplay and withdrawal attempts.

This is important to assess whether the process was handled consistently and fairly.

Dear Ronaldo7777,

thank you for your explanation so far. I would like to clarify one additional point - if you did not receive a clear confirmation that the bonus was cancelled, could you please explain why you continued playing?

I will wait for both of your replies so we can move forward with the case.

Hi Samuel,

Player registered on date 22.2.2023

Players First Deposit: 13.2.2026

First Deposit Bonus activated on 13.2.2026 (with processed first deposit)

Game Play History: 13.2.2026 (player played only this day in his all gameplay history)

Documents provided by player (ID front and back - Minor) on 14.2.2026

KYC re-requested by casino on 14.2.2026 - Passport instead of Brazilian ID document + Selfie with Passport

Document provided from player on 19.2.2026 was not accepted as we could not identify person on selfie with the same person as photo from ID due to age difference.

Problem with KYC was NOT raised at later stage but went through in 7 days after players first deposit. Player registered himself in year 2023 and deposited first time in 2026. We request KYC after first withdrawal attempt from player which is common practice.

Once again there are two things

• We could not verify player with his provided ID in combination with selfie photo as Face Recognition did not went through are security mechanisms.
• Player used first deposit bonus and violate (as you already confirmed) two rules, Max Bet and usage of Bonus Buys which instantly leads to confiscation of winnings
• Players deposit was returned on 20th of February 2026.

At this moment we are not quite sure what exactly is player asking for. To verify his account or to justify his winnings.

All evidences (clear & transparent) were provided to Casino.guru for two scenarios.

Artcasino Team

Hello, samuel

I continued playing because, at the time, there was no clear indication that there was any problem or restriction on my account.

And to the casino representative, I would like to point out that the claim that it is not clear what I am requesting only highlights the lack of organization and preparation in handling my case

I was allowed to deposit, play and accumulate a balance as normal. It was only at the time of withdrawal that justifications and problems began to emerge that had never been communicated before

With regard to KYC, I submitted valid documents and at no point did I receive a clear explanation of any alleged fault or an adequate opportunity to rectify the situation

What happened was a complete lack of transparency: no replies to my contacts, no explanation at the time of blocking and a late presentation of justifications only after the complaint had been opened.

This is not consistent with a fair process or with acceptable practices for a company operating in this sector.

Ola, samuel

Continuei jogando porque, naquele momento, não havia qualquer indicação clara de que existia algum problema ou restrição na minha conta.

E ao representante do cassino, gostaria de destacar que a alegação de que não está claro o que estou solicitando apenas evidencia a falta de organização e preparo no tratamento do meu caso

Fui autorizado a depositar, jogar e acumular saldo normalmente. Somente no momento do saque começaram a surgir justificativas e problemas que nunca haviam sido comunicados antes

Em relação ao KYC, enviei documentos válidos e, em nenhum momento, recebi uma explicação clara sobre qualquer suposta falha ou uma oportunidade adequada para corrigir a situação

O que ocorreu foi uma completa falta de transparência: ausência de respostas aos meus contatos, ausência de explicação no momento do bloqueio e apresentação tardia de justificativas apenas após a abertura da reclamação.

Isso não condiz com um processo justo nem com práticas aceitáveis de uma empresa que opera nesse setor.

Hello everyone,

Thank you both for your cooperation and for the detailed information provided.

After reviewing all documents, timelines, and Art Casino’s procedures, the following points are clear:

• The player violated the bonus terms (max bet and bonus buy features). According to the casino’s T&Cs, this justifies the forfeiture of the bonus and related winnings.
• KYC verification was requested in line with standard procedures, typically at the first withdrawal attempt. Any issues with the player’s ID or selfie were addressed promptly, and the initial deposit was returned once verification could not be completed.
• From a Casino Guru perspective, Art Casino acted fairly and in accordance with their published rules.

Dear Ronaldo7777, to clarify and ensure there is no misunderstanding: please let us know whether your intention now is:

1. To proceed with completing KYC verification, or
2. To contest the bonus violation decision and claim that the rules were not breached.

Your confirmation will help us properly close this complaint. Based on current evidence, we see no issue with how the casino handled this case.

Thank you for your understanding.

Dear Ronaldo7777,

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,
Samuel
Casino.Guru