AceWin8 Casino - Hráčský účet byl uzavřen kvůli abnormálním sázkám.

Hello everyone. I ask your team to help me understand my situation. I have an account in this casino for more than 5 months. I have made a large number of deposits and withdrawals from my account. And I have never had any problems until today. As usual, I wanted to log into my account, but my account was blocked due to abnormal bets. I tried to clarify what they meant by abnormal bets, but they did not provide me with any information. There were 1400 left on the balance

I have never taken bonuses in this casino.

My account did not require verification. But I am ready to go through any verification

I made bets on live casino and slots

I did not use any software

Previously, there were no complaints about my account

I did not have any other accounts.

Dear Ghosts22,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

What were the last games you played before your account was blocked?

When was the last time you successfully logged into your casino account?

Could you please forward me the email you received from the casino after they blocked your account? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

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, Veronika

The last game was live casino. Roulette

I played successfully on my account last night.

I sent you screenshots of the correspondence with the casino support service to your email

Thank you very much, Ghosts22, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ghosts22,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite AceWin8 Casino to join the conversation.

Dear AceWin8 Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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 Ghosts22,

I have tried to contact the casino repeatedly but have had no success in receiving any useful or helpful information. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru