Auf Casino - La cuenta del jugador ha sido cerrada.

Hello,

I registered an account in this casino, played for some time, and requested a withdrawal.

I passed the verification, and later on, when I requested a withdrawal, they asked for a video verification (via Google call). I was unable to connect at the scheduled time, and I asked them to reschedule the meeting for another date.

They gave me an approximate timeline, I chose the date and time, informed them, and now they don't reply to me.

My account is blocked, I can't log in, and I can't pass video verification as they're not replying to my emails anymore.

On login, there is a message: "Your account has been blocked. You are unable to access your account, please contact customer support"

Can you help me with them?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing — I understand this must be both frustrating and stressful for you. In order to get a better understanding of your case and assist you effectively, I’d like to clarify a few details:

• When exactly did you contact the casino to request a rescheduling of your verification meeting?
• Did the casino confirm the date and time you proposed, or have they not responded to your suggestion at all?
• When did you originally request to schedule the verification call?
• What types of games did you play — slots, live casino games, or sports betting?
• Did you accumulate your 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

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Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Sorry for the delay in the response.

1 - Basically, 2 times. July 28 and July 30.

On August 1, they answered that the suggested day is not available for the meeting and suggested a date from their side.

I agreed, but they did not answer back

2 - Partly, as you see from the previous answer.

3 - First time we scheduled for 26/07/2025 15:00 UTC time. Unfortunately, I had a connection problem and asked them to reschedule a meeting.

4 - Slots only

5 - Yes, with the bonus.

Let me know if you need any additional information from me.

Please forward me the communication between you and the casino regarding the verification call at [email protected]. Thank you for your cooperation.

Hello,

The conversation has been forwarded to the corresponding email [email protected].

Let me know if you need any additional information from me.

Thank you for your email. Am I correct in understanding that the casino has not responded to your email from 2 August? Have you tried contacting them at a later time?

Hi, Veronika.

No, I've been waiting for their reply, as you see from the forwarded email conversation.

I agreed to their proposal and scheduled a meeting. However, they didn't respond.

I've also forwarded one more email conversation to you. Kindly check it.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Auf Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Auf Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear user,

I apologise, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello all.

We have reopened this complaint at the casino's request now.

The casino wrote:

"Hello, vic**********86!

We apologize for the delay in our response. Going forward, we will adhere to the established response time (SLA).

We can confirm that your withdrawal has been successfully processed. Unfortunately, in rare cases, account verification may take longer than usual.

At this point, the issue has been resolved, the player has received the payout, and everything is in order.

Dear user,

Could you confirm that you have received your withdrawal, please?

Thank you in advance.

Respectfully,

Romi

Thank you both sides,

I received my withdrawal payment. The complaint can be marked as resolved.

Kind wishes

Christhian Vicente

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

Dear vicentecv198086,

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,

Romi