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When lossing they blokked my account

Dear cj4q7bykbg,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Ive played slots i cant verfied my documents they denied everytime in august 2023

Hi cj4q7bykbg,

• Can you kindly explain the reason for the denial of your documents during the verification process? Have you been provided with any clarification from the casino?
• Am I correct in understanding that you have been facing challenges in verifying your casino account since last summer?
• If there are any pertinent communications or supporting evidence, please send them to petronela.k@casino.guru.

Thank you.

no explanation unfortunately

geen verklaring helaas

Ive send mail

Hi cj4q7bykbg,

I recently came across another complaint involving the same casino. In a previous instance, you mentioned that the casino was not holding any funds, and your account balance was zero when it was blocked.

• Is my understanding accurate?

I would appreciate it if you could avoid submitting duplicate complaints, especially if we have already addressed your concern in the past.

Thank you.

there was no balance anymore as it suddenly disappeared

er was geen balance meer aan gezien het opneens verdween

Hi cj4q7bykbg,

I'm truly sorry but if your account was blocked with zero balance there's not much we can assist you with. 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. 

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.

My money is stolen from account didnt play with it what i say

That people doenst take up contact

they say to me reach out to support on trust pilot 60 times

Hi cj4q7bykbg,

• Is there any supporting evidence that your balance was still €8,600 when your account got blocked?
• When was the last time you succeeded in accessing your account?

Thank you.

It was about august 2023 but they ignore me only on trust pilot the respond that i must take up contact with support if i do that they ignore me

Hi cj4q7bykbg,

• Is there any supporting evidence that your balance was still €8,600 when your account got blocked? If yes, please forward it to petronela.k@casino.guru.

Thank you.

I do not have the chance to take anny screens

Hi cj4q7bykbg,

I apologize sincerely, but there seems to be a discrepancy between your previous complaint where you mentioned losing funds at the casino and your current statement indicating that the money was stolen from your account and the balance disappeared suddenly. It's challenging for us to reconcile these two differing narratives from the same player. Without any supporting evidence to substantiate the claim that the funds vanished from your account, we have to consider this complaint unjustified, based on the evidence from your prior complaint.

We kindly ask that you refrain from submitting additional complaints regarding this matter.

Thank you in advance for your understanding.