Aerobet Casino - La cuenta del jugador ha sido cerrada.

The casino closed my account without giving any reason.

There were 3 outstanding payouts of €500 each and the account balance was €909.

The account was fully verified and I have successfully made withdrawals in the past.

The balance and payout amounts came exclusively from real money bets. There were no bonus winnings.

Please support me so that I can receive the full amount of €2,409 that I am owed.

Thank you.

Das Casino hat mein Konto ohne Angaben von Gründen geschlossen.

Es gab 3 ausstehende Auszahlungen in Höhe von jeweils 500€ und das Guthaben auf dem Account betrug 909€.

Das Konto war vollständig verifiziert und ich habe in der Vergangenheit bereits erfolgreich Auszahlungen tätigen können.

Das Guthaben und die Auszahlungsbeträge stammen ausschließlich aus Echtgeld Wetten. Es waren keine Bonus Gewinne vorhanden.

Bitte unterstützen Sie mich, um den vollständigen mir zustehenden Betrag in Höhe von 2.409€ auszahlen zu können.

Vielen Dank.

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Dear ShakhtarD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hello Katarina,

Thank you for your feedback. Here are my answers to the questions asked:

• I played almost exclusively live roulette, and that's where the credit I wanted to withdraw and the credit in my account came from.
• I have been registered since October 30, 2025, and since then I have already made several deposits and 4 successful withdrawals.
• I just sent you an email.

Kind regards

Shakhtar D

Hallo Katarina,

danke für die Rückmeldung. Hier meine Antworten auf die gestellten Fragen:

• Ich habe fast ausschließlich Live Roulette gespielt und von dort stammt auch das Guthaben, das ich auszahlen wollte und das Guthaben auf meinem Account.
• Ich bin seit dem 30.10.2025 registriert und habe seitdem bereits einige Einzahlungen getätigt und auch 4 erfolgreiche Auszahlungen tätigen können.
• Ich habe Ihnen gerade eine E-Mail gesendet.

Freundliche Grüße

ShakhtarD

Dear ShakhtarD

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, Martin (martin.l@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,

Katarina

Hello ShakhtarD,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Aerobet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the account blocked? In case there is any evidence pertaining to the case, please let me know at martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Dear Martin, dear CasinoGuru team,

We provided full explanation on martin.l@casino.guru

Thank you!

Dear Martin, dear CasinoGuru team,

We will provide an answer on your request today via email. Thanks!

Dear casino representative,

thank you for letting me know, I will be awaiting your email.

Dear ShakhtarD,

hope you are well. To update you on the situation - the investigation is still ongoing and we are currently awaiting further clarifications from the casino.

We provided the answer on the email. Have a good day!

Dear ShakhtarD,

We have received a detailed response from Aerobet Casino regarding your complaint. The casino has provided us with evidence, which confirms that your account was closed due to a violation of their terms and conditions, specifically clause 17.13. related to promotion abuse. The evidence confirms that you have used a strategy involving delaying game rounds, which Casino Guru considers unfair.

We therefore consider the matter closed and I will have to regrettably reject your complaint. I understand this is not the outcome you were hoping for, but the evidence is indisputable. Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you

Best regards,

Martin