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After requesting a withdrawal, I was asked to complete KYC verification.

After completing the KYC verification as required, I received a successful verification confirmation email.

Subsequently, after about 15 days of not receiving the withdrawal payment (€40.61), I spoke to customer support via chat to ask for an explanation.

Shortly afterward, I received an email telling me that my account had been closed without specifying any reasons and without my having done anything that violated the terms and conditions.

I can't access the site because I've been banned and can't withdraw my funds.

I attach the casino's emails and proof of KYC accepted by the casino.

Dopo aver richiesto un prelievo mi è stato richiesto di effettuare la verifica KYC.

Dopo aver eseguito la verifica KYC come richiesto, mi è arrivata la mail di conferma di verifica eseguita correttamente.

Successivamente, dopo circa 15 giorni che non veniva effettuato il pagamento del prelievo (40,61€) ho parlato via chat con l'assistenza clienti per chiedere spiegazioni.

Poco dopo mi è arrivata una mail nella quale mi è stato detto che il mio account è stato chiuso senza specificarne i motivi e senza che io avessi fatto alcuna cosa che violasse i termini e condizioni.

Non riesco ad accedere al sito in quanto sono stato bannato e non posso ritirare i miei fondi.

Allego le email del casino e la prova di KYC accettato dal casinò.

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 Ivothegoat,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

To help me better understand your case, could you please clarify a few points?

Could you please confirm the exact date on which you requested your withdrawal?

Did the casino inform you that your account would be closed or blocked before sending you the account closure email, or was the closure communicated only after you contacted customer support about your pending withdrawal?

Could you please confirm whether the balance you attempted to withdraw was accumulated through casino games, sports betting, or a combination of both?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi, thanks for your reply.

I requested the withdrawal on 06/10/2026.

The closure came after I contacted them via the site's chat, as more than 15 days had passed since my withdrawal request. They told me in the chat, "We'll email you information regarding your withdrawal later." Shortly thereafter, I received a notification of my casino ban via email (as per the attachments), without providing any reason.

The balance I attempted to withdraw was accumulated solely through casino games and only with real money.

Best regards

Salve, grazie per la risposta.

Ho richiesto il prelievo il giorno 10/06/2026.

La chiusura è arrivata in seguito a un mio sollecito attraverso la chat del sito dal momento che erano passati oltre 15 giorni dalla mia richiesta di prelievo. Mi dissero in chat "in seguito le manderemo informazioni via mail riguardo al suo prelievo" e poco dopo mi è arrivata la comunicazione di ban dal casinò via mail (come da allegati) e senza comunicarmi il motivo.

Il saldo che ho tentato di prelevare è stato accumulato unicamente attraverso giochi da casinò e solamente con saldo reale.

Cordiali saluti

Dear Ivothegoat,

Thank you very much for your reply.

Could you please confirm whether you had successfully completed KYC verification before requesting your withdrawal, or was the verification only completed after you submitted your withdrawal request?

Additionally, could you please send me a screenshot or copy of your communication with the casino regarding the withdrawal and subsequent account closure? This may include the live chat conversation, emails, or any other messages exchanged with the casino.

In particular, please include the chat in which you were told that further information about your withdrawal would be sent by email, as well as the account closure email you received afterward.

You can attach the screenshots directly to this complaint thread or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Good evening,

The KYC request was made after the withdrawal request. I sent documents and proof of address, after which I received confirmation of successful KYC verification (I've attached a photo). A few days later, I received an email with a link to re-submit the KYC verification. I did it again (this time via an external website, using photos of my documents and a face scan), and it passed.

I attach all email communications with the Casino (following the account closure because I can no longer access it, so I do not have access to the casino chat history on the site).

I attach the account closure email from which I learned of it.

I'm also attaching the chat on the website after the account closure in which I tried to ask for information and the reasons for the closure without receiving any response.

Thank you for your support

Best regards

Buonasera,

La richiesta di effettuare il KYC mi è stata fatta successivamente alla richiesta di prelievo. Ho provveduto a mandare documento e prova di indirizzo di residenza, dopodiché mi sono arrivate le conferme di verifica KYC completata con successo (allego foto). Dopo alcuni giorni mi è arrivata una mail con un link per effettuare nuovamente il KYC cliccando sul link, e l'ho effettuato nuovamente (questa volta era un kyc tramite sito esterno con foto ai documenti e scansione volto) che ho provveduto a effettuare con esito positivo.

Allego tutte le comunicazioni avvenute via mail con il Casinò (successivamente alla chiusura del conto perché non potendo più accedere al conto di gioco non ho accesso alla cronologia della chat con il casino sul sito).

Allego l'email di chiusura account tramite la quale ne sono venuto a conoscenza.

Allego anche la chat nel sito successivamente alla chiusura account nella quale provo a chiedere informazioni e motivazioni della chiusura senza ricevere risposte.

Grazie per il vostro supporto

Cordiali saluti

Additional attachments that didn't fit in the previous message:

Ulteriori allegati che non entravano nel precedente messaggio:

Dear Ivothegoat,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Ivothegoat,

I sincerely empathize with your situation regarding the blockage of your account. Rest assured, I will reach out to the casino and endeavor to resolve this matter at the earliest opportunity. Additionally, I would like to extend an invitation to a representative from SambaSlots Casino to join this conversation and assist us in addressing your complaint.

Dear SambaSlots Casino,

Could you please clarify the reasons behind the blockage of the player’s account? Furthermore, I kindly request that you provide any pertinent evidence related to this issue. You may include your statement and any supporting documentation here, or you can send it directly to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

Hi there,

We would like to inform you that the player has breached our T & C. Relevant evidence has been sent to CasinoGuru for review.

Kind regards,

SambaSlots Casino Team

Dear Ivothegoat,

Based on the evidence provided by the casino, it has been established that you did not successfully complete the KYC verification process.

Please understand that KYC verification is an essential part of the casino's security procedures, as the casino is unable to verify a player's identity in person. These measures are in place to ensure that funds are paid to the rightful account holder and to comply with regulatory requirements.

After carefully reviewing all the available evidence, I regret to inform you that I will now proceed with rejecting your complaint.

I am genuinely sorry that I could not be of more assistance in this matter. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Jana