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The last time I deposited 1,000 USDT, I still had more than 500 euros left. When I made the withdrawal, the casino closed my account and disabled my login.

Dear xxhuixxhui888,

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. Do I understand correctly that you played live games while your account was active? Could you please advise if you passed the KYC verification before you lost access to your casino account?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

I have been verified by KYC and have made multiple deposits and withdrawals before, I did not claim the bonus

Thank you for your reply, xxhuixxhui888. Could you please clarify which games you focused on while your account was active - slots, live casino, etc.?

I've always played in live casinos

Hello. Your game session was sent for additional check on the side of the game provider after which we were given the answer that the game was played using fraudulent methods that contributed to unfair play. According to our rules, in case of using various frauds, your winnings can be written off, which is what happened in this situation.

Please provide your evidence to prove the fraud you said. I am just playing the game normally. This is the first time I have heard that the baccarat game can be fraudulent. If you win, is it fraud? If I lose, can it be said that you defrauded me?

Thank you very much, xxhuixxhui888, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi xxhuixxhui888,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Daddy Casino to join the conversation and contribute to the resolution of this complaint.

Dear Daddy Casino team,

Could you please send evidence supporting your claims to my email address (peter.m@casino.guru)?

Hello. We have provided evidence to the administrator of this complaint to the email: kristina.s@casino.guru

Dear Daddy Casino team,

Thank you for the statement, is there any report from the game provider that you could provide us with? Please send it to my email address so that we can save some time (peter.m@casino.guru).

Hello. We sent information by email peter.m@casino.guru

Thank you Daddy Casino team for the provided evidence.

Dear xxhuixxhui888,

We reviewed the evidence from the casino and it suggests that you used external software to gain an unfair advantage over the casino. If this is the case, I'm afraid we will have no other option but to reject your complaint.

Dear xxhuixxhui888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, as the player failed to prove the casino wrong and stopped responding, we have no choice but to reject this complaint.