Aerobet Casino - La cuenta del jugador está cerrada y aún quedan fondos retenidos.

I have blocked my player account due to gambling addiction.

There was still an outstanding deposit from October 11, 2025, which I made before my player account was blocked.

The deposit was still pending because we were waiting for the deposit to be received by the casino's payment provider via bank transfer.

The 30 euros were credited to my player account on the evening of October 13, 2025.

By the time the amount was credited to my player account, my player account was already blocked.

I no longer have access to my player account, and there is still 30 euros in credit on my account from the last deposit.

I wrote to the casino asking them to transfer the 30 euros back to me. But the casino hasn't responded.

I only have the email correspondence between me and the casino, see attachment.

Ich habe mein Spielerkonto wegen Spielsucht gesperrt.

Es war noch eine offene Einzahlung vom 11.10.25, die ich getätigt habe, bevor mein Spielerkonto gesperrt wurde.

Die Einzahlung war noch offen, weil es wurde gewartet, bis die Einzahlung per Überweisung beim Zahlungsanbieter des Casino eingegangen ist.

Die 30 Euro wurde am 13.10.25 abends meinem Spielerkonto gutgeschrieben.

Als der Betrag meinem Spielerkonto gutgeschrieben wurde, war mein Spielerkonto bereits gesperrt.

Ich habe auf mein Spielerkonto kein Zugriff mehr und es sind noch 30 Euro Guthaben auf mein Konto durch die letzte Einzahlung.

Das Casino habe ich geschrieben, mir die 30 Euro zurück zu überweisen. Das Casino reagiert aber nicht.

Ich habe nur den Email Verkehr zwischen mir und des Casino, siehe Anhang.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear hschlue88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Aerobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you passed the KYC at this casino, please?
• Have you had any successful withdrawals while you were still an active player?
• How long have you been a player at this casino, please?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hello,

I hereby answer the questions:

Have you passed the KYC at this casino?

No, I haven't requested a withdrawal yet. After registering, I only made a deposit; KYC wasn't completed. The funds don't come from winnings, but from the last deposit, which was subsequently credited to my locked player account.

Have you had any successful withdrawals while still an active player?

No, there hasn't been a payout yet.

How long have you been a player at this casino?

Since 10 days approx.

Hallo,

Hiermit beantworte ich die Fragen:

Haben Sie bitte das KYC in diesem Casino bestanden?

Nein, hatte noch keine Auszahlung beantragt. Nach der Registrierung habe ich nur eingezahlt, KYC wurde nicht durchgeführt. Das Guthaben stammt nicht aus einem Gewinn, sondern aus der letzten Einzahlung, die nachträglich meinem gesperrten Spielerkonto gutgeschrieben wurde.

Hatten Sie erfolgreiche Auszahlungen, während Sie noch aktiver Spieler waren?

Nein, es gab noch keine Auszahlung.

Wie lange sind Sie bitte schon Spieler in diesem Casino?

Seit 10 Tagen ca

Dear Casinoguru team, dear Katarina,

We would like to mention that user was blocked per company decision according to T&C and not due to the gambling addiction request from user as he states.

His account was temporary unlocked today so he could create a withdrawal request for 30 EUR deposit which arrived on his account after closure. His withdrawal request is already successfully processed. Due to that we do not think that client's complaint is still relevant.

With kind regards,

Aerobet support team.

Hello Aerobet Casino,

Your statement is false. I verifiably requested a refund of my entire gaming stake via email because I'm banned from your sister casino, Avocasino, due to gambling addiction.

In the email I clearly mentioned gambling addiction, so they blocked my player account

Hallo Aerobet Casino,

Ihre Aussage ist falsch. Ich habe sie per Email nachweislich um Rückforderung meiner kompletten Spieleinsätze gebeten, weil ich wegen Spielsucht bei ihr Schwester casino avocasino gesperrt bin.

In der Email habe ich klar Spielsucht erwähnt, daraufhin haben sie mein Spielerkonto gesperrt

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

Dear hschlue88,

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,

Katarina