Oddze Casino - La cuenta del jugador ha sido cerrada.

Dear casino.guru team,

I would like to file a complaint against Oddze Casino.

I played there last week (14.07.2026). Deposited via ETH Crypto, took the welcome bonus, played several slot games, lost all my money.

Afterwards I activated a jackpot bonus I won while playing with the initial balance.

After playing a while with the jackpot bonus, I won up to 3000€.

I requested a withdrawal.

Shortly after that I got an email regarding KYC documents.

When I tried to log in to upload the documents, I saw that my account is disabled.

An email arrived in my inbox (16.07.2026):

Dear player,

We are reaching out to inform you of a currently ongoing technical issue regarding the jackpot gameplay. We apologise for the caused inconvenience, our team is investigating and we will get back to your request as soon as possible. We appreciate your patience!

Should you have any questions or doubts, please do not hesitate to contact us via email or via live chat.

Best regards,

Oddze Support Team

Today (21.07.2026) I asked the live support if my account will be unlocked soon. The answer was:

Your account was closed by the administration's decision. Unfortunately, the decision is final, and your account cannot be reopened.

I'm not sure what to do now and if I can do anything.

Hopefully you can do anything. Any help is appreciated!

Best Regards!

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Stay safe.

Hello,

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.?
• Have you received any explanation from the casino as to why your account was permanently closed?
• Were your winnings obtained entirely from the jackpot bonus, or did you also use real-money funds after activating it?

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,

Attila

The issue was resolved by the casino today.

My Account was unlocked and my winnings from the jackpot balance were restored. They removed the initial jackpot win, though. So my balance went from 3000€ --> 1700€

This case can be closed, thank you for the support!

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

Dear IndaLinda,

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,

Attila