KukiMuki Casino - A conta do jogador está sob investigação e foi bloqueada.

I wish to file a formal complaint regarding a problem I am experiencing with an online casino.

I created my account and successfully completed the entire verification (KYC) process, providing all the required documents. I was then informed that my account was fully verified and that I could request withdrawals at any time.

However, immediately after requesting a withdrawal, my account was blocked without warning. When I tried to log in, I received a message stating that my account was under investigation for security reasons.

After contacting customer service, I received no clear or detailed explanation regarding the reason for the block or the status of my withdrawal. I was only told to contact them by email and that the process could take up to 10 business days.

I consider this situation worrying for the following reasons:

My account had already been fully verified before I requested the withdrawal.

The block occurred only after attempting to withdraw funds.

I have not been provided with a clear or transparent justification.

I have not been informed if any further action is required on my part.

Therefore, I request:

A clear explanation of why my account was blocked.

Confirmation of my current retirement status.

Guarantee that my withdrawal will be processed without unnecessary delay once the review is completed.

I would appreciate your intervention to help resolve this situation.

Deseo presentar una queja formal sobre un problema que estoy experimentando con un casino en línea.

Creé mi cuenta y completé correctamente todo el proceso de verificación (KYC), proporcionando todos los documentos requeridos. Posteriormente, se me confirmó que mi cuenta estaba completamente verificada y que podía solicitar retiros en cualquier momento.

Sin embargo, inmediatamente después de solicitar un retiro, mi cuenta fue bloqueada sin previo aviso. Al intentar acceder, se me mostró un mensaje indicando que mi cuenta estaba bajo investigación por motivos de seguridad.

Tras contactar con el servicio de atención al cliente, no recibí ninguna explicación clara ni detallada sobre el motivo del bloqueo ni sobre el estado de mi retiro. Únicamente se me indicó que debía comunicarme por correo electrónico y que el proceso podría tardar hasta 10 días laborables.

Considero esta situación preocupante por las siguientes razones:

Mi cuenta ya había sido verificada completamente antes de solicitar el retiro.

El bloqueo ocurrió únicamente después de intentar retirar fondos.

No se me ha proporcionado una justificación clara ni transparente.

No se me ha informado si se requiere alguna acción adicional por mi parte.

Por lo tanto, solicito:

Una explicación clara sobre el motivo del bloqueo de mi cuenta.

Confirmación del estado actual de mi retiro.

Garantía de que mi retiro será procesado sin demoras innecesarias una vez finalizada la revisión.

Agradecería su intervención para ayudar a resolver esta situación.

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 Zer0k,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

From your description, it appears that your account was fully verified, yet it was blocked shortly after you requested a withdrawal, which understandably raises concerns.

To better understand the situation and proceed with the investigation, I would like to kindly ask you to provide a few additional details:

• When did you submit the withdrawal, and when was your account blocked?
• Did the casino confirm anywhere that your account was fully verified, or was it still under review?
• Have you received any follow-up email from the casino regarding the "security investigation"? If yes, please share the content.
• Have you ever used VPN, shared devices, or multiple accounts, which could potentially trigger a security review?
• What games did you play (slots, live casino, sportsbook, etc.), and were you using any active bonuses while playing?

If you have any supporting evidence such as emails, screenshots, or communication with the casino, please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela