Casabet.io Casino - A conta do jogador foi encerrada.

I created an account a few weeks ago, deposited several times and played.

On February 17, I won some money and wanted to withdraw it, so I had to verify my identity.

My identity was verified, but the problem arose with the proof of address.

It said that bank statements and government documents were accepted, so first I sent my citizen's card issue document, which was refused, I sent a Revolut bank statement, which was refused, I sent a bank statement from another Portuguese bank, which was refused, I sent a driving license (the address appears on the document), which was refused and I also sent a salary slip, which was also refused!

I sent an email to ask questions and the email I received didn't help at all, as it only said the list of documents accepted to prove residence, a list that contained all the documents I sent.

I sent yet another email with documents attached and ended up receiving an email saying that my account had been blocked without possible review.

this is fraud

Criei conta há umas semanas, depositei várias vezes e joguei.

No dia 17/02 ganhei algum dinheiro e quise levantar, para isso tive de verificar a minha identidade.

A identidade foi verificada o problema surgiu no comprovativo de morada.

Dizia ser aceite extratos bancários e documentos do governo, por isso enviei primeiro o documento de emissão do meu cartão de cidadão, foi recusado, enviei extrato bancário da Revolut, foi recusado, enviei extrato bancário de outro banco português, foi recusado, enviei carta de condução (aparece a morada no documento), foi recusada e enviei ainda folha de salário, recusado também!

enviei email a questionar e o email recebido em nada ajudou, pois só dizia a lista de documentos aceites para comprovar a residência, lista está que continha todos os documentos que enviei.

Enviei ainda mais um email com documentos anexados e acabei por receber um email a dizer que a minha conta tinha sido bloqueada sem possível revisão.

isto é fraude

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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 ttabl10,

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.

• Has the casino indicated that the account closure might be due to any specific document?
• Could you please explain what kind of document you sent to the casino for verification of your address?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Good morning,

• No, I just said that they would close the account for suspicious activity, not being specific
• I sent a bank statement from Revolut, a bank statement from Crédito Agrícola, a citizen's card, a driver's license and a salary slip.
• I didn't use any of it

Bom dia,

• Nao, apenas disse que iriam encerrar a conta por atividade suspeita, não sendo especificos
• Enviei extrato bancário da Revolut, extrato bancário do banco Crédito Agrícola, documento do cartão de cidadão, carta de condução e folha salarial
• Não usei nada disso

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any relevant communication between you and the casino? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Good afternoon, I have already sent it with the subject "Complaint:197979 - Documents"

Boa tarde, já enviei com o assunto "Reclamação:197979 - Documentos"

Dear ttabl10,

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casabet.io Casino representative to join this conversation.

Dear Casabet.io Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

Thank you for giving us the opportunity to describe the actions taken by our casino against user ttabl10.

We have reviewed this case again and have once again confirmed that the measures taken against the user were correct and that all applicable measures were fully compliant with our casino's rules. 

When attempting to verify the gaming account, our security system detected that the user had provided template documents that had previously been recorded in the security system by another player. 

The player attempted to upload a bank statement as proof of address, but the security system flagged the document as edited.

In this regard, our project's response measures were applied, such as:

7.5. We reserve the right to refuse a withdrawal claim in case of fraud, in which case an Account will be suspended and the payment not processed.

9.3. Fraudulent activity

Once we notice fraudulent, unlawful, dishonest, or improper activity on the Website, we are entitled to block the user's Account and forfeit all Account balances without prior notification. In such cases, we reserve the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or take legal action against such user.

After careful consideration of all the facts provided in the fraud case, the user's account was closed and the funds were forfeited, of which the player was notified on 2026-02-18 with all the violated rules provided. 

An email was also sent to your email address, barbora.p@casino.guru, containing additional files that were involved in the investigation of the user ttabl10.

If you have any further questions, we are always ready to cooperate in order to resolve this case together. 

Best regards,

Casabet Casino Team

Hello Casabet.io Casino Team,

Thank you for your response. I have sent you an email regarding the additional materials so we can review the evidence more thoroughly.

Dear Barbora,

We have sent additional information regarding your inquiry to your email address barbora.p@casino.guru. Please take a moment to review it.

Best regards,

Casabet Casino Team

Dear Casabet.io Team,

Thank you for your cooperation so far.

I have sent you an email regarding this case. Please review it at your earliest convenience.

Looking forward to your response.

Dear Barbora,

We have sent you our response. Please take a moment to review it.

Please let us know if you need anything else.

Best regards,

Casabet Casino Team

Dear ttabl10,

Thank you for your patience throughout this process.

After carefully reviewing all materials and evidence provided by the casino, including the documents submitted during the verification process, we found sufficient indications that the proof of address documents contained inconsistencies and signs of alteration. Due to these irregularities, the documents could not be accepted as valid proof of address.

We also note that you were given multiple opportunities to submit alternative proof of address documents. Unfortunately, the documents provided continued to contain inconsistencies and did not meet the casino’s verification requirements.

Based on the evidence reviewed, we consider the casino’s actions justified, and therefore we are rejecting this complaint.

We understand that this outcome may be disappointing, but verification procedures are an essential part of maintaining a secure gaming environment.

If you believe this decision is incorrect, you still have the option to contact the casino’s licensing authority, depending on the casino’s jurisdiction.

Thank you for your understanding.

Best regards,

Barbora

Casino Guru