Caspero Casino - La cuenta del jugador está restringida antes del cierre del sitio.

"I am a resident of Switzerland and I have a verified balance of 1,087,616.89 CHF on Caspero (OMNIO SRL). Since the site announced its closure for May 4th, 2026, my account has been unfairly restricted.

I have provided all requested KYC documents, including third-party ID and a legal proxy for previous deposit methods. Despite my full cooperation, the casino has now 'wiped' my verification page (it appears empty) and blocked all withdrawal options.

I have contacted support (Agent Regina) and the VIP department (Ticket #47992708) multiple times. I issued a formal notice with a deadline of 12:00 today, April 9th, which has been completely ignored.

This is a clear case of bad faith and attempted fund misappropriation before the site's permanent closure. I demand the immediate validation of my account and the full settlement of my balance."

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 David83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. As casinos are not able to physically verify each player and their documents, this is the only way they can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it may take a few working days to complete this thorough process.

• Could you please let me know all the verification documents you have already provided and when exactly you sent the most recent one?
• Have you submitted all the required documents as soon as possible and in the correct format?
• Have you received any notification explaining why your verification page is now empty?

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,

Petra

"Hi Petra, thanks for your help. Here are the answers:

Documents provided: I have sent my identity document, proof of address and bank statements. Yesterday, April 9, I also sent my wife's ID (Marisa) and a legal proxy as requested by the support to validate the deposit method used.

Format: All documents were sent as quickly as possible, in clear photos and correct formats (JPG/PDF).

Empty page: I didn't receive any official email notification about this. Only Live Chat support (agent Regina) admitted that it was a 'technical error' after I sent screenshots of the blank page.

The casino is scheduled to close on May 4, 2026. This 'technical error' on an account with 1,087,616.89 ICC is extremely worrying and appears to be deliberate obstruction"

"Olá Petra, obrigado pela sua ajuda. Eis as respostas:

Documentos fornecidos: Enviei meu documento de identidade, comprovante de endereço e extratos bancários. Ontem, dia 9 de abril, enviei também o documento de identidade da minha esposa (Marisa) e um procurador legal conforme solicitado pelo suporte para validar o método de depósito utilizado.

Formato: Todos os documentos foram enviados o mais rápido possível, em fotos nítidas e formatos corretos (JPG/PDF).

Página vazia: Não recebi nenhuma notificação oficial por e-mail sobre isso. Apenas o suporte ao Live Chat (agente Regina) admitiu que foi um 'erro técnico' depois que enviei capturas de tela da página em branco.

O cassino está programado para fechar em 4 de maio de 2026. Este 'erro técnico' em uma conta com 1.087.616,89 ICC é extremamente preocupante e parece ser uma obstrução deliberada"

Today, April 13, I sent a formal notification to the management of the OMNIO group (London/Italy), including the MD Europe and the CPO, requesting clarification on a transfer of assets and a settlement of my balance of 1,087,616.89 CHF. I have attached proof of the transaction mentioned by the casino. I await a response from the central administration, as Caspero's local support remains silent.

Hoje, 13 de abril, enviei uma notificação formal à administração do grupo OMNIO (Londres/Itália), incluindo o MD Europa e o CPO, solicitando o esclarecimento sobre uma transferência de ativos e uma liquidação do meu saldo de 1.087.616,89 CHF. Anexei a prova da transação mencionada pelo cassino. Aguardo resposta da administração central, visto que o suporte local do Caspero continua em silêncio.

Today, Caspero Casino zeroed out my balance of 1,087,616.89 CHF, marking the withdrawal as 'Completed' (Complété) using the 'Cash' method, which is impossible and false. I haven't received any money and the casino refuses to provide proof of banking (SWIFT).

Hoje, o Caspero Casino zerou o meu saldo de 1.087.616,89 CHF, marcando o levante como 'Concluído' (Complété) através do método 'Cash' (Dinheiro vivo), o que é impossível e falso. Não recebi qualquer montante e o casino recusa-se a fornecer o comprovativo bancário (SWIFT).

Today, April 15, I sent a formal ultimatum to Caspero and OMNIO SRL (Ticket #48339148). The casino keeps my balance of CHF 1,087,616.89 at zero, without providing any proof of SWIFT transfer or Certificate of Winnings.

I inform you that due to the technical fraud of the Transaction ID 925745209 (marked as 'Cash'), I have just filed a complaint with the Security Police of the Canton of Vaud and notified the Swiss federal authorities (ESBK and Gespa). I will not accept delaying tactics as the site prepares to close in May.

Hoje, 15 de abril, enviei um ultimato formal ao Caspero e à OMNIO SRL (Ticket #48339148). O casino mantem o meu saldo de 1.087.616,89 CHF a zero, sem fornecer qualquer prova de transferência SWIFT ou Certificado de Ganhos.

Informo que, devido à fraude técnica do ID de Transação 925745209 (marcado como 'Cash'), acabei de formalizar a denúncia junto da Polícia de Segurança do Cantão de Vaud e notifiquei as autoridades federais suiças (ESBK e Gespa). Não aceitarei táticas de atraso enquanto o site se prepara para fechar em maio.

Dear David83,

Thank you for your reply and for providing the previous details.

• Have you made any successful withdrawals in the past?
• Could you please clarify why the casino requested verification of your wife’s ID? Did they provide any explanation for this requirement, particularly in relation to the deposit method used?
• What specific communication have you received from the casino regarding the restriction of your account?

You can send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.