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They have withheld 400,000 pesos from me, they tell me that they have to verify my account, that I have to send documentation for verification, which seems unusual to me, first I deposit 400,000 and they gave me the 400,000 bonus, leaving a total of 800,000 in my account, they asked me to play until the 15 million violation to be able to make a withdrawal, when I reached this goal I had 1,200,000 in my account, which became the 400,000 that I had deposited in the first instance (the 800,000 that I had won disappeared from my account) annoyed I wanted to recover my 400,000 and now they have blocked my withdrawals, I hope you can help me, I am very upset with the situation.

me tienen retenido 400.000 pesos, me indican que tienen que verificar mi cuenta, que tengo que enviar documentación para verificación lo que me parece insólito, primero deposite 400.000 y me dieron el bono de 400.000 quedando en mi cuenta un total de 800.000 me pidieron jugar hasta los 15 millones infracción para poder hacer un retiro, cuando llegue a esta meta tenia en mi cuenta 1.200.000 lo que se transformo en los 400.000 que había depositado en primera instancia (los 800.000 que había ganado desaparecieron de mi cuenta) molesto quise recuperar mis 400.000 y ahora me bloquearon los retiros , espero me puedan ayudar, estoy muy molesto con la situación.

Dear Martin,

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. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful?  

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. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.