Online Bingo EU Casino - A conta do jogador foi encerrada.

Hi,

I took the welcome offer on OnlineBingoEU and won around 67,000 NOK. After completing the wagering requirements, my account was blocked, preventing me from logging in. I emailed them to ask what had happened, and they replied by requesting documents. They asked for ID, proof of address, a selfie with my ID, and Norwegian bank details. This was requested on 28/7, and I replied with the documents on 1/8. Shortly after, they informed me that my account had been closed due to a breach of clause 2.1.6.

Clause 2.1.6 states:

"You must enter all mandatory information requested into Your registration form, including, but not limited to, Your identity, Your address and contact details, a valid e-mail address. All information supplied to Online Bingo must be true and correct. It is Your sole responsibility to ensure that the information you provide is true, complete and correct and You hereby declare and warrant to Online Bingo that the information provided is true, complete and correct. You are hereby notified that Online Bingo carries out verification procedures, whether itself or through third parties on players depositing or withdrawing money. You may be requested to provide Online Bingo with documents, such as a copy of a utility bill or credit card and a clear photo or screenshot of your ID or passport. Your Member Account may be blocked or closed and/or the funds on Your Member Account may be withheld if You do not provide requested information or documents or if such information or documents you supply are found false or misleading. You shall keep the information up-to-date and immediately notify us of any change to the information provided during registration."

I’m no expert in this field, but I find it quite odd that they closed my account before I even had the chance to submit any documents, supposedly based on clause 2.1.6. How could they have known that my details were incorrect beforehand? I am not saying that my details are incorrect—in fact, I am almost completely certain that all the information I submitted on the site is accurate.

I have attached all relevant documents and email correspondence. Please help me address what I believe to be fraudulent behavior from OnlineBingoEU. I demand my rightful winnings unless they can prove an actual breach of clause 2.1.6.

They have not responded to my latest email sent 12 days ago.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Online Bingo EU Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you deposited using a payment method that belongs to you and is in your name?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino containing the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi,

I have sent you an email to tomas@casino.guru with all relevant documents.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I first noticed my account was blocked 28/7, that was when I emailed them. I registered my account 22/7, so I had an active account for around 6 days.

Have you deposited using a payment method that belongs to you and is in your name?

Yes, I deposited using crypto - ETH.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I played slots, i dont remember what slots specifically. However I am an Hacksaw enjoyer so probably that or some Nolimit variations that I play from then and now. Im not able to check as of now what games I played due to my account being blocked.

Hope I answered your questions sufficiently.

Thank you.

Hello markuspeder,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for providing the necessary information. 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 markuspeder,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Online Bingo EU Casino to join the conversation.

Dear Online Bingo EU Casino,

Could you kindly share more specific information regarding the circumstances that prompted the closure of the player account? I completely understand your authority to require the player to complete a KYC verification; however, it appears that the player did not have sufficient time to submit the documents for their inability to pass the KYC verification.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

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.

Dear Casino Guru Team - Michal,

We would like to inform you that we have sent a detailed email regarding this case to michal.k@casino.guru

As the matter involves sensitive information, we are awaiting your reply before providing further details here.

We remain fully available for your questions and will be happy to assist further.

Thank you for your cooperation. 🙂

Best regards

OnlineBingo Team

Thank you for your emails with the information and evidence, OnlineBingo Team.

Dear markuspeder,

Following a comprehensive review of the information and evidence we could gather, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine and original documents in the player’s name. Unfortunately, in this instance, some documents you have provided for the KYC and AML process do not fulfil this criterion.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru