Koru Casino - A conta do jogador foi encerrada após a retirada.

The casino simply closed my account after the withdrawal. I asked why they wanted a picture of my ID. I sent it, but since then I haven't received a response, even after repeated inquiries. Both to a direct email and via the casino website. I still have all the emails I received and sent.

Casino hat nach der Auszahlung einfach mein Konto geschlossen nachdem ich nachgefragt habe wieso wollten sie noch ein Bild von meinem Ausweis das habe ich gesendet seither keine Antwort mehr auch nach mehrmaligen Nachfragen nicht mehr . Sowohl auf eine direkte Email als auch über die casinoseite. Emails die ich erhalten habe bzw gesendet habe habe ich alle noch

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 which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Stay safe.

Hello, no, the review had already been completed.

Only normal casino games such as slotmill or similar providers were played.

The welcome bonus was played

Hallo nein die Überprüfung war vorher schon abgeschlossen .

Gespielt wurden nur normale casino Spiele slotmill o.ä. Anbieter

Mit dem willkommensbonus wurde gespielt

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent them something by email

Ich habe ihnen etwas geschickt per emall

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Liebenele,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I would like to confirm: have you still not received your winnings from the casino? Since the last email dated 23.8.2025, in which you forwarded the selfies with your ID in your hand, have you had any further communication from the casino? If so, please forward it to me at michal.k@casino.guru

Dear Liebenele,

Thank you for sending me the emails. While it would have been more efficient for the casino team to request the extra pictures and your bank details in one go, it appears that the casino is now moving forward with the payment process. However, I remain uncertain whether this is merely a refund of your deposit or if it pertains to your actual winnings.

I will contact the casino team to seek clarification.

We would like to invite Koru Casino to join the conversation.

Dear Koru Casino,

Can you please confirm the amount that would be disbursed to the player?

Yes, it would definitely have made more sense if they had requested everything directly, but now that I have always provided all the information directly, I hope that the casino will now take action.

I'm also curious about the amount since they haven't said anything further about it.

Thank you for your help and I hope that this will be resolved soon.

Best regards, Max

Ja es wäre definitiv sinnvoller gewesen wenn sie alles direkt angefordert hätten jedoch hoffe ich nun da ich immer direkt alle Informationen zur Verfügung gestellt habe dass das Casino nun handelt .

Gespannt bin ich auch über den Betrag da sie sich dahingehend nicht mehr geäußert haben .

Ich danke für Ihre Hilfe und hoffe dass sich das ganze zeitnah erledigt hat

Liebe Grüße Max

Hello Liebenele,

Thank you for your patience while we reviewed this case. We’d like to clarify that your account was closed by the decision of the administration. The balance has not been touched and remains exactly the same as it was at the moment of closure.

At this stage, your funds have been forwarded to our finance department for processing the refund. We kindly ask you to allow some time for the refund to be completed, and we’ll make sure the funds are sent as soon as possible.

I'm happy to give you a few days, but it's been a week since I last had email contact with you, as it's been with your finance department since then. I'm just hoping for a quick response.

Many thanks in advance Max

Ein paar Tage räume ich Ihnen gerne ein jedoch ist schon wieder eine Woche her seitdem ich das letzte mal mit ihnen einen Email Kontakt hatte da es seither bei ihrer finanzabteilung ist . Ich hoffe einfach auf eine schnelle Bearbeitung

Vielen Dank im voraus Max

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

Dear Liebenele,

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,

Michal

Casino Guru