Koru Casino - La cuenta del jugador se ha cerrado inesperadamente.

My account was blocked with the words "Decision of the administration building".

After several withdrawal requests, new documents were repeatedly requested. Three mandatory documents were approved, but after that, more and more were demanded. These ranged from a photo of my bank card to bank statements from October, November, and December.

I sent everything, but both documents are still in the queue. After sending the documents today, I initiated my fourth withdrawal attempt, and suddenly my account was blocked, and my initial deposit of €143 was refunded to my player account. When I inquired in the chat, I was told, "This is an administrative decision, but no details were given, and please withdraw your funds."

I need your help, as something like this has never happened to me before in a casino.

Mein Konto wurde gesperrt mit den Worten "Entscheidung des Verwaltungsgebäudes".

Nach mehreren Auszahlungsanfragen wurden immer wieder neue Dokumente verlangt. 3 verpflichtende Dokumente wurden genehmigt, danach wurde immer mehr verlangt. Ein Foto meiner Bankkarte bis hin zu Kontoauszügen von Oktober, November UND Dezember.

Ich sendete alles, befindet sich aber alles beide noch in Warteschlange. Nach dem Senden der Dokumente heute den vierten Auszahlungsversuch gestartet und plötzlich wurde mein Konto gesperrt und meine anfängliche Einzahlung von 143 € meinem Spielerkonto rückgebucht. Auf Anfrage im Chat dann die Worte "Entscheidung des Verwaltungsgebäudes, aber keine Details und bitte heben Sie Ihre Gelder ab".

Bitte um Unterstützung, da mir so etwas wirklich noch nie passiert ist in einem Casino.

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.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

Thank you very much for the prompt handling of my case.

This was my second deposit at this casino, and I played with the second welcome bonus. I successfully met the wagering requirements and won a total of €4000 playing slots (mainly from PGSoft).

My account was blocked last night (December 3rd).

Vielen Dank für die rasche Bearbeitung meines Falles.

Dies war meine zweite Einzahlung in diesem Casino und ich spielte mit dem zweiten Willkommensbonus. Ich setzte diesen unter den vorgegeben Einsatzbedingungen erfolgreich um und erspielte insgesamt 4000 € mit Slots (hauptsächlich von PGSoft).

Mein Konto wurde gestern Abend (3.12.) gesperrt.

Dear Mary87,

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, Kubo (jakub.m@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,

Tomas

Thank you very much in advance!

Herzlichen Dank im Voraus!

Dear Mary87,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Koru Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Koru Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi,

Thank you for your patience while this case was being reviewed. We have now sent a detailed explanation, including the relevant context and reasoning behind our decision, directly to Kubo by email.

Should any additional clarification be required during the review, we remain available.

Dear Koru Casino,

Thank you for providing the additional information regarding this matter. The case is currently under internal review, and I will provide a statement once it is ready.

Thank you for your cooperation.

Hello Everyone,

Wishing you a Happy New Year 2026!

Due to the recently concluded holidays, we were unfortunately unable to review this matter with the necessary thoroughness. However, a statement will be provided later this week.

Thank you for your understanding and patience.

Dear Koru Casino,

As our position has already been outlined by my colleague Matej in a recent and closely related complaint, I would kindly ask you to confirm whether your decision in this case is final and not subject to further review.

Thank you for your cooperation.

Dear Kubo,

Thank you for your message.

We can confirm that the decision in this case is final and not subject to further review. The actions taken on the player’s account will remain unchanged.

I would like to know why my account was blocked!

From my perspective, I did nothing wrong – I neither violated bonus conditions nor broke any other rules. Therefore, I respectfully request that you inform me of the reason for the closure and the associated confiscation of the €4000.

Thank you!

Ich würde gerne wissen, warum mein Konto gesperrt wurde!

Ich habe aus meiner Sicht nichts falsch gemacht- weder Bonusbedingungen verletzt, noch anderweitige Regeln gebrochen. Also bitte ich höflichst, mir den Grund für die Schließung und die damit verbundene Beschlagnahmung der 4000 € zu nennen.

Vielen Dank!

Hello Mary87,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

OK thanks

Ok danke

I kindly request a prompt reply.

Kind regards

Ich bitte Sie höflichst um eine baldige Antwort.

Freundliche Grüße

Dear Mary87,

Unfortunately, the casino confirmed that they do not intend to revise their position in this case. Unfortunately, without cooperation from their side, there is little more that can be done at this stage.

As the casino failed to provide evidence supporting the application of their Terms & Conditions to your case, I will mark the complaint as "unresolved" in our system. This outcome will negatively affect the casino’s future safety rating on our website.

I understand that this is not a satisfactory resolution to your issue. However, unresolved complaints and the resulting decrease in rating may help encourage a change in the casino’s approach going forward. Should the casino decide to respond or provide additional information, we will reopen the complaint and notify you by email.

Thank you for your understanding.