500 Casino - La cuenta del jugador ha sido congelada.

I have been rather actively playing on 500.casino for several months from my home at Slovenia. My account was KYC‑verified and I have been depositing/withdrawing in crypto without any problems for a while. Even several big wins 50k+ were paid out after several days of verification.

On beginning of November, my account was effectively frozen and the situation has now been going on for almost two months:

• I cannot play,
• I cannot withdraw,
• my balance is frozen at around €33,000

I have contacted support multiple times. Every time I receive the same generic response: "there is an investigation, we are waiting for the result." No one provides any case number, no timeline, no explanation of what exactly is being investigated, and no one has requested any documents or clarifications from me at any point. Recently they stopped responding to my requests via livechat at all.

Ten days ago I also sent a formal complaint by email to 500.casino requesting an official written position, a timeframe, and ADR details — and I received no acknowledgement of receipt and no substantive reply.

If there is a legitimate check, why is there zero transparency, no request for information, and no deadline after more than a month? From the player’s perspective it looks like the casino simply froze a verified player’s balance and keeps stalling with the same copy‑paste answer.

I would like to unfreeze my account and allow me to withdraw my full available balance or at least receive the explanation, what is happening?

I can provide any reasonable documents if requested, but at this point the casino has not requested anything and has not provided any meaningful communication.

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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 shortly before your account was blocked?
• Has the casino specified what is currently being investigated? Is it related to your gameplay, your personal information, or your payments?
• When was the last time you made a deposit into this casino?
• Have you accumulated your most recent winnings with or without a bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Before I answer your questions, I would like to provide some new information regarding my account.

Yesterday I have sent a reminder about my complaint and was very surprised to recieve a quick and unexpected reply.

> Unfortunately, we identified fraudulent behavior in connection with your account within our and other Casino networks. As a result, your account has been permanently suspended and any remaining winnings in your balance have been forfeited in accordance with our Terms of Service.

I have asked for clarifications, what kind of fraudlent behavior it was, because I confirm, that:

- I had only one account with 500.casino.

- I played from my home at Slovenia on my personal laptop, never used proxies/VPN to hide my location.

- My wagering decisions were based on publicly visible game information and standard game features. I did not exploit any bug, malfunction, or security issue.

Luckily, I still have an access to my account, so I can answer your questions:

• I was playing same games, as I always did on this account, chasing Dream Drop jackpots from Relax Gaming.
• I am not sure, but before there were some "game integrity checks" with provider, they were succesfully finished in several days and winnings were paid immidiately and in full after check was concluded. I thought that this was the same type of check, this is why I waited for so long.
• Last deposits were made around 20th Oct 2025
• No, I did not take any bonuses, beside those offered automatically, like vip rewards or prizes for weekly race.

I am not sure, what to do with complaint now, should we wait for their explanations about reasons for accusing me in fraudlent behavior. It is even more strange, that I had huge (150k+) hit in the end of october, which was checked and paid out in full. I did not have any significant wins/losses since then, but nevertheless account was frozen in a week for additional check and now suspended without any reasoning or explanation.

Received another response from 500.casino today after I asked them to clarify the suspension reasons:

> Based on our internal reviews, it's unfortunately not possible to unlock your account due to malicious practices on our website in the past. As a result, your account will remain locked and all remaining funds have been frozen.

I want to reiterate that I reject these accusations. I have only one account on 500.casino, KYC‑verified long ago, and I played from Slovenia on my notebook and tablet. I did not use VPN/proxy, bots, scripts, automation, or any third‑party software. I did not abuse bonuses, and I did not exploit any bugs/malfunctions. Deposits and withdrawals were in USDT/USDC only.

Also, their statements are inconsistent. Previously they told me they "identified fraudulent behavior <...> within our and other casino networks" and that my remaining balance was forfeited. Now they say the funds are frozen. Which one is it? What exactly is the current status of my balance and what will happen to it?

Most importantly, despite these serious allegations, the casino still provides zero specifics. No clause numbers, no factual explanation, no timeline, no request for any documents from me. For more than a month it was "provider investigation", then it suddenly became "fraudulent behavior" / "malicious practices" with the decision to lock my account and keep my money.

Until they provide specific T&C clauses and a factual reasoning, I consider the permanent lock and withholding of my remaining balance unfair and unjustified.

Dear DimOK

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, Kubo (jakub.m@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,

Veronika

Dear DimOK,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 500 Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 500 Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, we sent an email to jakub.m@casino.guru with evidence on the 13th January.

Hello DimOK,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear DimOK,

Following a thorough review of the information provided by the casino, I regret to inform you that we are unable to uphold your complaint.

During our assessment, multiple serious indicators of fraudulent activity were identified. Based on the evidence available, we have reasonable grounds to conclude that the gameplay in question was not conducted in good faith and appears to have been intended to gain an unfair advantage by manipulating outcomes.

Please understand that the information shared with us by the casino is confidential. As such, I am unable to disclose specific details regarding the findings. This decision has been carefully reviewed and discussed internally, and it is final.

We appreciate your understanding and sincerely regret that we could not provide a more favorable outcome in this matter. Should you experience any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We remain at your disposal and are always here to assist.

Best Regards,

Kubo