PH Casino - A conta do jogador é encerrada com os fundos restantes.

Account banned and $3,000 balance not paid after successful KYC and withdrawal

Hello CasinoGuru team,

I would like to file a complaint regarding [Casino Name] (username: hidden by Casino Guru, email: [your email]).

I deposited about $1,200 and received the 100% first deposit bonus.

After completing all wagering requirements, my balance increased to $5,000, and I requested a withdrawal.

Since the casino allows only $2,000 per day, I submitted a $2,000 withdrawal request via USDT.

Although my KYC verification was already completed, I was later asked to provide a passport.

In Japan, passports are not very common, but despite my explanation, the casino refused to process my withdrawal based on their Terms and Conditions.

Therefore, I obtained a passport over the course of almost two months just to comply.

After submitting the passport, the casino instructed me to make the withdrawal in ETH instead of USDT.

I followed their instructions, and my $2,000 ETH withdrawal was processed successfully within a few hours — which I appreciated.

However, while inquiring about the remaining $3,000 balance, my account suddenly became banned, and I could no longer log in.

When I contacted support, they told me they would temporarily unban the account so I could withdraw the funds.

But the account was never unbanned, and all my follow-up messages have since been ignored.

It has now been several days without any reply, and it appears that this may be intentional.

I am simply requesting that the casino release my remaining $3,000 via ETH or USDT.

I am willing to cooperate fully and provide any documents again if needed.

Please assist in resolving this issue fairly.

Thank you very much for your help and understanding.

Kind regards,

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the casino specified why your account has been blocked?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Could you please forward me the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your reply.

There has been no explanation given for the reason, and I have not received any response from support at all.

The only emails I receive are automated messages asking, "How was our customer service?"

To be honest, I am getting quite frustrated.

The games I played were San Quentin 2 (video slot), live baccarat, and Hacksaw’s Plinko.

None of these games violate any terms or conditions of the site.

Thank you for your attention and understanding.

Thank you for your emails. Has your renewed passport been approved by the casino before they decided to block your account?

Has the casino responded to any of the messages you sent from 10 October onwards?

Hello

No additional information was requested after submitting the passport.

No reply whatsoever

こんにちは

パスポートは提出後追加情報を求められることはありませんでした

返信は一切ありません

Thank you very much, amumu, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of PH Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

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 amumu,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to inform you that PH Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of your case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.

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

Dear PH Casino,

I kindly seek clarification concerning the decision not to disburse the player's remaining balance of $3,000 and terminate their account.

Should there be any pertinent factors related to this case that cannot be disclosed publicly, I kindly ask that you communicate them to me directly 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 amumu,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru