Art Casino - La cuenta del jugador ha sido cerrada.

I played with the welcome bonus at that casino, won with my own money, and tried to withdraw my winnings. A few hours later, I received an email from the casino saying that my account had been permanently closed for allegedly violating the bonus terms.

It feels pretty wrong if I win at the casino, they make up an excuse not to pay me and try to link me to something.

Pelasin kyseisellä casinolla welcomebonusta, voitin omalla rahalla ja yritin kotiuttaa voittoja. Muutama tunti sen jälkeen casinolta tuli sposti, että tilini on pysyvästi suljettu muka bonusehtojen rikkomisesta.

Tuntuu aika väärältä jos voitan casinolta, keksivät tekosyyn olla maksamatta ja minua yritetään yhdistellä johonkin.

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.

Stay safe.

Dear Smilu,

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 that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification or at least submitted any identity documents to the casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any possibility that you already had an account at this casino in the past, and you forgot about it?

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,

Veronika

1. No. I live alone and I played on my phone's internet.
2. I haven't. I didn't have time to ask/I didn't have time to send that email before.
3. I am not.
4. It is not.

I feel cheated when I get a win and they make up an excuse to close my account and not pay me

1. Ei ole. Asun yksin ja pelasin omalla puhelimen netillä.
2. En ole. Ei ehditty pyytämään/ en ehtinyt lähettämään ennen tuota sähköpostia.
3. En ole.
4. Ei ole.

Tuntuu huijatulta, kun saan voiton ja he keksivät tekosyyn sulkea tilini ja olla maksamatta minulle

Dear Smilu,

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, Martina (martina.b@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 Smilu,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Art Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account have been permanently closed??

Thank you in advance for providing the information.

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.

Hi Martina,

Please note players account has been terminated due to Multi Accounting based on clauses 6.3 & 6.9 from General T&C. Relevant proofs will be send to your email for review.

6.3 You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. In addition if there is any kind of connection between player account with other accounts registered Artcasino. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. To avoid doubt, a group of players shall be considered 2 or more players linked together based on device information, betting behavior, gameplay history, IP address, and/or personal details. If we have deposited any bonuses, winnings or other funds into an account, we reserve the right to remove such funds at any time.

9.3 We will carry out all contractual obligations of ours made to you before closure of your account. However, we reserve the right to retain your account balance and recover any pay-outs, bonuses and winnings if we believe any money is due to us or any third party. Account balances may be non-refundable.

With best regards,

Artcasino Team

Dear Art Casino,

thank you very much for the update!

I want to kindly ask you , if you could send me some supporting evidence to my email address (martina.b@casino.guru)?

Thank you so much in advance

It would be nice to see the so-called evidence for myself.

It seems pretty disrespectful that a casino can just make up a violation that happens to fit their rules.

I only have one account, no one has played on my devices and what's the point of selling a user? What is this group you're trying to connect me to?

Morally this feels like stealing my deposit and winnings

Olisi kiva itsekkin nähdä niin sanotut todisteet.

Tuntuu aika epäkunnioittavalta, että casino voi vain keksiä rikkeen mikä sattumalta sopii heidän sääntöihin.

Minulla on vain yksi tili, ketään ei ole pelannut laitteillani ja mitä hyötyä edes on käyttäjän myymisestä? Mikä on tämä ryhmä mihin yritätte minua yhdistää?

Moraalisesti tämä tuntuu talletukseni ja voittojeni varastamiselta

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.

Hi there,

Please note relevant proofs were sent to veronika.f@casino.guru & martina.b@casino.guru

Artcasino Team

Dear Art Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi there,

Please note relevant proofs were sent to martina.b@casino.guru

Artcasino Team

Dear Art Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

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.

Hi there,

Please note another email was sent to martina.b@casino.guru

Artcasino Team

Dear Art Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi there,

Please note another email was sent to martina.b@casino.guru

Artcasino Team

Dear Art Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

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.

Hi there,

After conversation with casino.guru we have took decision to allow player to withdraw initial deposit.

Player can log in now and request withdrawal then account will be closed.

Artcasino Team2

Dear Art Casino Team,

I would like to express my sincere gratitude for your willingness to reconsider my request.

Dear Smilu,

If possible, could you kindly update me on whether you were able to successfully withdraw your deposit?

Thank you very much for your assistance in this matter.

ance

Dear Smilu,

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,
Martina
Casino.Guru