Casino Extra - A conta do jogador foi encerrada.

I’d like to explain in detail what happened to me while playing at an Casino Extra. I started playing there around September 1, 2025, and everything was going smoothly for a while. On November 28, 2025, I deposited about 500 euros into my account as usual, intending to continue playing. However, to my surprise, the account was suddenly closed with that 500 euros still inside, and I hadn’t even gotten a chance to use it or do anything unusual.

I contacted the casino’s support, and they told me I needed to provide a selfie and explain my playing style, particularly how I played roulette. I clarified that I have a certain personal strategy and that I always play solo without any suspicious behavior or involvement with others.

I submitted all the requested documents and explanations. They kept saying they were investigating, and as of now—around December 15—there’s still no clear response or resolution.

I’d appreciate any help in looking into this matter.

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 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 whether you played any other games - slots, live casino, sports betting, etc.?
• Did you provide any other documents to verify your account?
• Did you accumulate 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,

Kristina

Hello Kristina,

Here are my brief answers to your questions as requested:

1. Other games: I have only played in the live casino section, specifically the roulette game, and I have not played any other types of games like sports betting or other casino games.

2. Additional documents: They did not ask me for any other documents except for a single selfie photo to verify my account, which I have provided.

3. Bonus usage: I did not use any bonus at all when accumulating my winnings.

Best regards.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sarah903,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina