Asino Casino - Аккаунт игрока был закрыт.

I deposited a considerable amount of money at this casino and, miraculously, won €5,500 on November 28, 2025. Naturally, I wanted to withdraw the money and submitted a request. The first €2,000 was paid out. On November 30, 2025, my account was blocked without any notification of the reason. Now there's still a balance of €3,350 in the account, and I can't access the money.

Ich habe einiges bei diesem Kasino eingezahlt und ein Wunder ich habe am 28.11.25 5500€ gewonnen. Natürlich wollte ich das Geld ausgezahlt bekommen und habe es im Auftrag gegeben. Die ersten 2000€ wurden ausgezahlt. Am 30.11.2025 wurde mein Konto gesperrt ohne eine Benachrichtigung über den Grund. Jetzt sind noch 3350€ Guthaben drauf und ich komme nicht an das Geld.

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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.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play to achieve the €5,500 winnings?
• When was the last time you communicated with the casino regarding the investigation of your account?

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

Dear DE7AVU,

Thank you for reaching out to us and sharing your experience.

We have reviewed your case in detail. Your account is now active and all your withdrawal requests have been successfully processed.

According to our records:

• On 12/01/2025 at 08:51:48, you withdrew EUR 2,000.

• On 12/02/2025 at 08:22:50, you withdrew another EUR 1,300.

We apologize for any inconvenience or misunderstandings that may have occurred during this period.

If you have any questions or if something seems unclear, our support team is available 24/7 and will be happy to assist you at any time.

Best regards,

Asino Casino

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

Dear DE7AVU,

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,

Veronika