Vinyl Casino - La cuenta del jugador ha sido cerrada.

Hello, a few weeks ago I registered at Vinylcasino and won with a deposit without a bonus. After repeatedly inquiring why the deposits kept being cancelled, I finally received a reply stating that the account was being closed for administrative reasons.

I can no longer log in and cannot request a new withdrawal. I haven't been verified and, based on my deposit without a bonus, I have a right to the winnings. Can you please help me as soon as possible? I've been in a dispute with the casino for three weeks and they can't do anything for me.

Hallo vor einigen Wochen habe ich mich bei Vinylcasino regestriert und durch eine Einzahlung ohne Bonus gewonnen. Nach mehrfachem Nachfragen warum immer storniert wird kam dann eine Antwort das es aus administraiven gründen das konto geschlossen wird.

Ich kann mich nicht mehr einloggen und die Auszahlung nicht neu beantragen ich bin nicht verifiziert worden und habe aufgrund meiner Einzahlung ohne Bonus ein Recht auf den Gewinn können sie mit bitte schnellstmöglich helgen ich bin seid 3 wochen im streit mit dem casino es kann nix für mich tun.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Have you submitted any identity documents to the casino for KYC verification, or were you not asked to complete the verification process at all?
• Have you made any successful withdrawals from this casino before your account was closed?

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

Hello, no, I haven't been able to make a withdrawal yet. The casino closed my account without verifying it. Previous winnings were made through Midas2. I was never asked to send any documents; it was simply closed without any understandable reason.

Hallo nein ich hatte noch keine Auszahlung tätigen können das Casino hat mein Konto geschlossen ohne es zu verifizieren vorher Gewinne wurden durch midas2 erzielt ich wurde nie aufgefordert Dokumente zu senden es wurde einfach geschlossen ohne verständliche Gründe

Dear Marshal

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, Samuel (samuel.s@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,

Veronika

Dear Marshal,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Vinyl Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Vinyl Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Marshal,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

VinylCasino Team

Dear Marshal,

Thank you for your patience.

We would kindly ask you to check your emails where your information have been requested in order to proceed with the withdrawal of your remaining balance.

Thank you for your understanding.

Kind regards,

VinylCasino Team

Hello everyone,

thank you for the update.

Dear Vinyl Casino,

thank you for your response. I appreciate that the case is being reviewed and that you have contacted the player by email.

To help me assess this complaint objectively, could you please explain in more detail what exactly happened in this case? In particular, I would appreciate clarification on:

• why the player's account was closed,
• whether any Terms & Conditions were breached,
• why the winnings were confiscated,
• and why the player is now only being asked to withdraw the remaining balance.

Please provide as much detail as possible so I can fully understand the circumstances and fairly assess the complaint.

Thank you for your cooperation.

Dear All,

Thank you for your patience and reply.

Please be informed that the account has been permanently closed upon management decision and referring to our terms and conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

However, please note that we requested the details of the costumer in order to proceed with the payment of the remaining funds.

Dear Marshal,

We kindly ask you to send us your details in order to proceed with your payment.

We thank you for your understanding.

Kind regards,

VinylCasino Team

I sent everything to VinylCasino a week ago – ID, documents, etc. What's with this renewed request? I want the money transferred. My email was answered, the documents were sent a week ago, but the money hasn't been transferred.

ich habe vor einer Woche Kyc alles an vinylcasino gesendet Ausweis Unterlagen etc. was soll diese erneute Anforderung ich möchte das Geld überwiesen bekommen Email wurde beantwortet Dokumente vor einer Woche gesendet das Geld wurde nicht überwiesen

Dear Marshal,

After review we can confirm that we did not receive your bank details.

We would kindly ask you to check your emails where we requested again your information.

Please reply to the email with the requested data in order to proceed with the withdrawal of your funds.

Thank you for your understanding.

Kind regards,

VinylCasino Team

Hello, I find it rather strange that Vinyl Casino is now requesting bank details again. They're being really nonchalant; just pay out, then everyone will have peace and quiet, and I'll get my money back. Attached you'll find the email exchanges from July 24th and 31st, 2026. Regards, Marshal

Hallo ich finde es schon etwas komisch von Vinyl Casino das sie jetzt nochmal eine Aufforderung der Bank Daten veranlassen.. diese wird jetzt echt lässig zahlt einfach aus denn haben alle ihre Ruhe und ich mein Geld.. im Anhang seht ihr die Email Verläufe vom 24.07 und 31.07.26 .. MfG Marshal

Hello everyone,

thank you for the updates.

Dear Vinyl Casino,

could you please confirm whether you have now received the player's email containing the requested bank details and whether everything necessary to process the remaining balance is already available from your side?

Dear Marshal,

thank you for the update and for sharing the email correspondence. I will first wait for the casino to confirm whether they have now received the requested information. If anything is still missing, I'm sure they will let us know specifically.

Thank you both for your cooperation.

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

Dear Marshal,

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,

Samuel