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Hello, I have a problem and I want a solution

Username : F******

I've been in bondage for 6 months and then my account will open

More than a year has passed and the account has not been opened, and every time I send an email to technical support and it tells me to wait two days and we will open the account

And I enter the account and see it, which is now suspended and did not open, and all their emails have the same responses. I am waiting, and they will not open the account, even though I am a VIP customer

It is very old and I paid a lot of money for them

They did not solve my problem and they do not want to open my account!! I have sent them a lot of e-mails, and they do not follow up on the e-mail, 

Dear Fahadhm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have been in the casino for more than 5 years and my VIP account is fully verified and I have withdrawals and my account was banned for 6 months because of my behavior but the period is over and the whole topic I wrote to you in the post

What was the reason to block your account six months ago? Are there any funds being held by the casino?

cursing the support idont no but i have buneses because vip my account and huge wegared

Now the period I expect a year and a half and more the duration of the ban they procrastinate in replying every time I send them the same reply wait two days they do not follow the policy of the casino only the mood of support

Do I understand correctly that there are no real money funds being held by the casino?

Dear Fahadhm,

Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

If the casino has already disbursed all winnings and there are no funds currently being retained, I'm afraid our ability to assist you is limited. We lack the authority to compel the casino to reinstate your account; this determination is entirely within their purview.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

They closed my account for only 6 months now it is over a year

It's important to recognize that no casino is obligated to reactivate your account, even if they initially communicated a six-month restriction period. Please be aware that we are unable to intervene or compel the casino to reinstate your account.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.