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They closed my account while a withdrawal of 100€ from free spins was pending, and identification was also pending even though I had sent the files.

When I communicated with them via chat, they simply told me that my account was closed by management's order.

Μου έκλεισαν το λογαριασμό ενώ εκκρεμούσε ανάληψη 100€ από free spins τζιραρισμενα και εκκρεμούσε κ ταυτοποίηση και είχα στείλει τα αρχεία.

Ενω επικοινώνησα με το τσατ μου είπαν απλά ότι ο λογαριασμός μου έκλεισε με εντολή διοίκησης.

Dear Panospapa,

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. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding successful verification?

Could you please advise which documents you have already provided and when exactly you sent the last one? 

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,

Kristina

So, I sent ID a Selfie photo, I sent a electricity bill, the last transactions of the revolut card that I had deposited I have sent these 4 days ago and yesterday they were approved.

so yesterday they sent me to identify the card I made the withdrawal request as in my communication with the casino they could not be credited to revolut and they wanted a card in my name so yesterday they also sent the transaction document of the other card and today I found my account closed

Λοιπόν, έστειλα ταυτότητα μια Σελφι φωτογραφία, έστειλα έναν λογαριασμό ρεύματος, τις τελευταίες συναλλαγές της καρτας revolut που είχα κάνει κατάθεση αυτά τα έχω στείλει εδώ και 4 μέρες και χθες εγκρίθηκαν.

χθες λοιπόν μου έστειλαν να κάνω ταυτοποίηση στην κάρτα που έκανα το αίτημα ανάληψης καθώς σε επικοινωνία μου με το καζίνο δεν μπορούσαν να πιστωθούν στη revolut και ήθελαν μια κάρτα στο όνομα μου έστειλα λοιπόν χθες και το έγγραφο συναλλαγών της άλλης κάρτας και σήμερα βρήκα το λογαριασμό μου κλειστό

Thank you very much for your reply, Panospapa. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Panospapa,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.