Koru Casino - L'account del giocatore è stato chiuso.

Good evening, I registered at this casino. After receiving a bonus and fulfilling the wagering requirements, my account was temporarily blocked. I contacted support, and they said my account was closed due to an alleged duplicate account. I inquired again, and they sent me a form to fill out regarding gambling addiction, which I did. Today, my account was fully open again, but they have now simply deactivated it. I can no longer reach support because I can't log in. No one has responded to my emails yet. I would really like to receive the €250.

Guten Abend ich habe mich in diesem casino angemeldet. Nachdem ich einem bonus erhalten habe und diesen umsetzen konnte war mein Konto vorübergehend gesperrt. Ich wende mich an den Support und diese sagten das mein Konto wegen angeblichen duplikat geschlossen wurde. Dann fragte ich nochmals nach sie schickten mir ein Formular was ich ausfüllen sollte wegen spielsucht dies hab ich getan. Heute war mein Konto wieder vollständig offen, allerdings haben sie jetzt mein Konto einfach deaktiviert. Support erreiche ich nicht mehr, weil ich mich nicht mehr einloggen kann. Auf meine Emails hat bisher keiner geantwortet. Ich hätte schon gerne die 250€ erhalten.

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 Heiko004,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you are not aware of creating more than one account at this casino?
• Is there any chance that someone from your household or using the same IP address has also registered an account here?
• Did you pass the verification before you lost access to your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I uploaded all the documents, but they weren't checked. I registered with my correct information, made a deposit, and received a 100% bonus, which I was able to use. I then requested a withdrawal of €250. I wanted to play a little longer, but suddenly my account was temporarily blocked. I contacted support, and they said the account was being reviewed by management. Yesterday, they reactivated everything, so I deposited again as usual and lost. When I checked in the evening to see if my information was verified and my withdrawal had been processed, I got a message saying my account had been deactivated. But what happened to my withdrawal?

Ich habe alle Dokumente hochgeladen überprüft waren diese nicht. Ich habe mich mit meinen korrekten Daten angemeldet mich registriert und eingezahlt und einen Bonus erhalten 100% diesen konnte ich umsetzen habe dann eine Auszahlung in Höhe von 250€ beantragt. Wollte noch etwas weiter spielen auf einmal kam ihr Konto ist vorübergehend gesperrt. Habe beim Support nachgefragt die sagten das dass Konto von der Verwaltung überprüft wird. Gestern haben sie alles wieder aktiviert habe ganz normal wieder eingezahlt und verloren. Als ich abends schauen wollte, ob mein Daten nun verifiziert sind und meine Auszahlung bearbeitet wurde, kam ihr Konto wurde deaktiviert. Aber was ist mit meiner Auszahlung?

Dear Heiko004,

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, Mirka ([email protected]). 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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Koru Casino representative to join this conversation.

Dear Koru Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I received several emails stating they would make the payment, but they're rejecting all the required documents. Now they've written that the relevant department is reviewing it. First, they said they would make the payment and I should send my documents, which has now dragged on for two days with endless documents, and now it's being reviewed by the relevant department. Something's fishy here.

Habe einige Emails erhalten in dem steht das sie auszahlen, aber sie lehnen alle erforderlichen Dokumente ab. Jetzt haben sie geschrieben das die zuständige Abteilung es prüft. Erst heißt es sie zahlen aus solle meine Dokumente senden was sich jetzt 2 Tage zieht mit unendlichen Dokumente, und jetzt wird es von der zuständigen Abteilung überprüft. Irgendwas ist hier komisch

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Heiko004,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka