Banzai Casino - プレイヤーのバランスが不当にリセットされました。

Banzai Casino unfairly reset my balance to 0 from 2226€.

I made 53 deposits so far and I never chose a bonus. The deposits are 16380€ and the withdrawals 12900€, which means I am losing 3480€.

My Banzai account balance is 2226€ but customer service says I have 0€ balance. Please interfere so that this wrongfulness on behalf of Banzai is resolved.

Hello,

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

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

• Do you have access to your account? Was your account blocked?
• Could you please specify the date of the incident?
• Could you please share the relevant exchange between you and casino support regarding the discrepancy?
• 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?
• Send emails, chat transcripts, or any other supporting evidence to support your complaint to tomas@casino.guru

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

To answer your questions:

Do you have access to your account? Was your account blocked? I do have access to my account.

Could you please specify the date of the incident? I made my last withdrawal on September 1st, and I received an email about it on September 6th (I attached it in my email to you).

Could you please share the relevant exchange between you and casino support regarding the discrepancy? See attachment in my email.

What games did you play to accumulate your current balance in the casino? Live games.

Did you achieve your current balance with the help of a bonus? No, even though they are claiming so.

Let me know if you have any further questions.

Thanks for the detailed explanation of the situation.

• Is the history of bonuses a section available to you to check? Is there any evidence that you played with real money exclusively at the time of the incident?
• Did you ask the casino which bonus was activated on your account? What response have you received?

If there is any additional evidence supporting your complaint, please send it to my email at tomas@casino.guru

On 19/8, I made a deposit of €400.

On 31/8, I successfully withdrew €500.

On 1/9, I requested a withdrawal of €500, but they did not transfer the money to me.

On 6/9, they sent me the email that I attached in my email to you.

I don't know which bonus they are referring to. I made 53 deposits and never requested a bonus.

They are claiming that I played with a bonus on August 19, but on August 31, they sent me the €500 withdrawal I requested as usual!

Thanks for your reply.

Have you contacted the casino and asked them which bonus was credited to your account?

Are there any records you might check confirming or refuting the claim that the casino bonus balance was credited to your account?

Please let me know.

I am attaching photos from my game history that include my game at the Vip N blackjack table on 19/08/25, where banzai says that a bonus was activated.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Banzai Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

Hello,

After a thorough review, we confirm that this decision was made in full accordance with our Terms and Conditions.

The player was wagering using a bonus balance, which is subject to a maximum bet limit of €5 per spin.

However, it was found that several bets exceeded this limit, reaching up to €48.50.

As stated in our general terms, any winnings obtained while exceeding the maximum bet limit are considered invalid.

It is also important to note that an exception had already been granted previously to the same player, allowing a €500 withdrawal in a similar situation (one week before the withdrawal cancellation).

Given this prior exception, no further leniency could reasonably be applied in this case.

The casino has therefore acted fully in line with its internal policies, having already demonstrated goodwill in the past.

We're truly sorry about the outcome of this case, nevertheless we can't avoid applying our terms and conditions.

This measure aims to ensure fairness in gameplay and equal treatment for all players.

Best regards,

Alex

Banzaï Casino

Thank you!

Dear player, we have received sufficient evidence from the casino that confirms that you have taken the bonus, and then breached the maximum bet restriction. Unfortunately, the exception cannot be made in this case, and, therefore, I must reject your complaint.