TrapCasino - La cuenta del jugador ha sido cerrada.

I registered an account in the casino at the beginning of May 2025.

I made around 10 deposits, played a lot of different games. The last time I deposited, I won a significant amount, completed the wagering requirements, and when I requested a withdrawal, they locked my account. This was my first withdrawal request.

I completed the verification, provided all the documents they requested, but on my first withdrawal, they decided to close my account because of multiple accounts registered with a VPN.

I do not have any other accounts. I know that multiple accounts are forbidden, and they just decided to close my account, confiscate my funds on my first withdrawal.

I would like to clarify what happened and return my winnings.

Dear Kianis, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at TrapCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 
• Have you ever used a VPN or any IP-masking software to access your casino account?
• Have you accessed your casino account using any public networks?
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia 

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello and thank you for fast response

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

No, definitely not

Have you ever used a VPN or any IP-masking software to access your casino account?

No, I’m not using a VPN or changing my IP in any other way.

Have you accessed your casino account using any public networks?

No, definitely not

Could you please advise if you have passed the KYC verification? 

Yes, my account is fully verified.

Have you accumulated your winnings with or without an active bonus? 

Yes, with an active bonus

Thank you very much for your reply, Kianis. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello, I've forwarded the details to the provided email.

Thank you very much, Kianis, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Kianis for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrapCasino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them; however, the casino doesn't display the validator on their website, which allows the submission of complaints directly to the authority, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter