Astrozino Casino - 플레이어의 상금은 압수되었습니다.

Had winnings in account of £6000,

astrozino then sent an email taking all winnings claiming I’ve used fraudulent documents, even though they accepted it and I have been a member for months, taking winnings and happy to take my deposits.

soon and win a considerable ammount they remove the winnings.

claiming I work for a 3rd party, tampering with vpns and bonuses, which I have no clue how to do.

I would like a full refund of everything I have deposited on the site as I feel this is unfair and have done nothing wrong.

costing me a large amount of money almost life changing.

if I had known this would happen I never would have signed up.

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.

Dear HARRYB90,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Astrozino Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share what documents you were accused of being fraudulent?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate 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,

Katarina

Hi ,

yes the documents they claimed to be fraud was the ones the wanted me to send in to complete the registration process, drivers license, utility bill, passport and bank statement.

I mainly focused on the slots on the website.

it was a mixture of both bonuses which I completed the bonus to earn the money then money used for further winnings

Dear HARRYB90,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear HARRYB90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

email sent

Dear HARRYB90

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, Igor ([email protected]). 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,

Katarina

Dear HARRYB90,

I am sorry to hear about your problem with Astrozino Casino.

I will now try to contact a Astrozino Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Astrozino Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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.

Dear HARRYB90,

I have repeatedly tried to contact the Astrozino Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Astrozino Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor