Quatro Casino - プレイヤーのアカウントは閉鎖されました。

I need help withdrawing $500! On January 6, 2025, I registered at Quattro Casino and made a deposit, winning $500. I haven't received the withdrawal, but they said I'd send the documents to the risk manager. I've sent all the documents they requested. The withdrawal was to cryptocurrency. After sending the documents, was my account completely blocked? The casino hasn't responded since. I'm asking the forum for help and for a refund of at least my deposit, as I didn't lose anything.

Прошу помощи с выводом 500 долларов! 6 января 2025 года я зарегистрировался в казино кватро сделал депозит удалось выиграть 500 долларов . вывод не получил сказали отправит документы в рискменеджеру. документы полностью все отправлены все что просили . вывод был на криптовалюту . после отправки документов акаунт совсем заблокировали? казино более на контакт не идет. прошу помощи у форума и возврата хотя бы моего депозита так как я не проиграл .

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• When exactly was your account closed?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I took a 100% bonus and free spins but lost it all. Then I made a deposit and won. I played slot machines. My account was closed after I received all the documents they asked for, not all at once, but gradually. This went on for a whole month. When there was nothing more to ask, they simply closed my account and stopped responding.

брал бонус по 100 процентов и фриспины но все это проиграл. далее делал депозит и выиграл . играл на игровых автоматах. акаунт был закрыт после получения всех документов которые они и просили не все сразу. а постепенно. длилось это целый месяц. когда не чего уже было у меня спрашивать они просто закрыли учетную запись и перестали отвечать.

Thank you very much for your reply, niko88. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

After sending the documents, was my account completely blocked? The casino is no longer in contact. I'm asking the forum for help. I've only been communicating by email, and they asked for documents, which I sent. They didn't ask for everything at once, but gradually over the course of a month. I even sent them a selfie. After I had nothing left to ask for, they simply blocked my account and haven't responded to my emails since.

после отправки документов акаунт совсем заблокировали? казино более на контакт не идет. прошу помощи у форума. переписка только по почте просили документы которые я все выслал. просили не все сразу а постепенно в течении месяца. даже селфи выслал им. после того как уже нечего было просить они просто заблокировали аккаунт и все больше не отвечают на мои письма.

Could you please clarify exactly when exactly your account was blocked?

As of January 29, 2025, I was unable to access my account. It was blocked. I request that my account be unblocked and my balance restored to 500 euros.

29 января 2025 года уже не смог войти в акаунт. он был заблокирован . прошу в разблокировки акаунта и восстановлении баланса на 500 евро.

Dear niko88,

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.