Casino The World - Учетная запись игрока была заблокирована из-за предполагаемой подозрительной активности.

I registered and played on CasinoTheworld and deposited $259.95 into my account. I played normally, without using any illegal methods, bots, VPN misuse, or violating any terms and conditions to the best of my knowledge.

After playing, I managed to win and my balance reached approximately $700. However, when I attempted to withdraw or continue using my account, my account was suddenly blocked.

The casino stated that the reason for blocking my account was "suspicious activity," but they have not provided any clear explanation or evidence to support this claim.

I have contacted their support team multiple times, but I have not received any proper clarification or resolution. I believe my account was unfairly blocked and my winnings have been withheld without justification.

What I Request:

A clear explanation of what "suspicious activity" was detected

Reopening of my account OR

Immediate withdrawal of my full balance (~$700)

I am fully willing to cooperate and provide any verification documents if required.

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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.

• What types of games did you play at this casino to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.
• Have you sent any identity documents to the casino for verification before your account was blocked?

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

Hello Veronika,

Thank you for your response and for assisting me with this case.

Here are the details you requested:

1. Games Played:

I played normal casino/sports betting games on the platform to accumulate my winnings. My gameplay was regular and fair.

2. Bonus Usage:

I did not use any bonus while playing. All winnings were generated from my real money deposit.

3. Verification (KYC):

I had already completed the KYC verification process before making any deposit and withdrawal. At the time my account was blocked, no additional documents were requested from me.

Additionally, I would like to inform you that my account has now been unblocked and access has been restored by the casino after their review.

However, my main concern is ensuring that I am able to withdraw my full balance (~$700) without any issues or delays, as the account was previously blocked without a clear explanation.

Please let me know if you need any supporting documents from my side. I am ready to provide all necessary proof.

Thank you for your support.

Best regards,

Chetna

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

Dear Chetn27991,

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

We’ve reopened this complaint at the request of Chetn27991. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Chetn27991,

Please forward me the communication between you and the casino forcing you to close the complaint at [email protected]. Thank you for your cooperation.

Dear Chetn27991,

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