The player from Austria reports that her Oddze Casino account was blocked after she won €8,564.52 with legitimate gameplay. She states that she was not asked for verification documents prior to the account blockage and has not received a response to the documents she submitted via email.
Oddze Casino - Player’s account has been closed after a large win.
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Oddze Casino
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yesterday
Translation
Hello,
I am filing this complaint because my Oddze Casino player account was completely blocked immediately after a legitimate win totaling €8,564.52. I can no longer log in.
Here is the exact procedure:
I deposited €20 and used the 200% welcome bonus (€60 total balance).
While playing, I won an in-game random jackpot of €430 and another of €43.
After the bonus balance was used up, I played the free spins from this promotion. During the free spins, another medium jackpot was won.
Once the free spins balance was gone, only the jackpot winnings remained in my account. According to the casino's terms and conditions, these winnings were immediately credited as wager-free real money (just over €900).
With this official real money credit, I continued playing the slots "Fruit Zen", "Aloha! Cluster Pays" and "Blood Suckers 2" as usual.
The games' official random number generator (RNG) triggered the small and medium jackpots multiple times during normal spins. This allowed me to fairly increase my balance to a total of €8,564.52.
The next day, my account was completely blocked. I was never asked for documents beforehand, nor did I have the opportunity to upload them. Since the login is blocked, I have no access to the verification area. The chat support staff just give me excuses and don't take me seriously.
I did absolutely nothing wrong. I played regular slots with real money that the casino itself credited to my account. Just to be safe, I took a screenshot of my balance of €8,564.52. I proactively sent my verification documents to support via email, but so far they've been ignored.
Please help me to unlock my account and have my rightful winnings paid out.
Thank you
Otomatik ceviri:
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8 hours ago
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.
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8 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Oddze Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- When did the casino inform you that your account is temporarily blocked?
- Have you played the same game during the time you wagered the bonus and after the money was converted to real money?
- If there is any further communication and evidence for you to share, send it to my email at tomas@casino.guru, or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
