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Title: Account closed without explanation and winnings confiscated (€280)

Casino: Aphrodite Casino

Amount in dispute: €280

Description:

Hello,

I would like to file a complaint against Aphrodite Casino regarding the closure of my account and confiscation of my winnings.

Here are the facts:

- I deposited €20 and received a 100% bonus (€20)

- The wagering requirement was x1, so I completed the required €40 in bets

- I played with low stakes (around €0.10 per bet)

- My account was fully verified (KYC completed)

- My balance reached approximately €280

After that, my account was suddenly closed without prior warning.

I contacted support and received the following response:

They claim I violated their Terms and Conditions, but they did not specify:

- which exact rule I allegedly broke

- nor provide any evidence

They only refunded my initial deposit (€20) and confiscated my winnings (€260).

I believe:

- I respected all bonus conditions

- I did not use any prohibited strategy

- I played with very low stakes

- I did not create multiple accounts

This decision appears unjustified and lacks transparency.

I kindly request:

- a clear explanation with the exact clause I allegedly violated

- or the payment of my remaining balance (€260)

I am willing to cooperate fully and provide any necessary information.

Thank you for your assistance.

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,

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.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Which games did you play while your bonus was active?
• Kindly forward me the email you received from the casino after your account was closed 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

I am sending you the requested documents.

THANKS

Sincerely

Je vous transmets les documents demandés

Merci

Cordialement

Thank you for the email with requested conversations. However, I have still not received information regarding the bonus you activated and played with. Please send me a link or a screenshot to your bonus as well.

Dear Ramzi59,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru