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I played at the Casino and I collected 500e in winnings and I asked in the chat where I can withdraw funds, and I was told that the account was closed due to a routine check and it's been 3 weeks now and I don't get any answers from there.

Pelasin casinolla ja sain kerättyä voittoihin 500e ja kysyin chatista mistä saa varoja kotiutettua niin ilmoitti että tili suljettu rutiinitarkastuksen takia ja siitä on nyt 3 viikkoa aikaa ja mitään vastauksia sieltä ei saa.

Dear hannuol,

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 games, slots, or multiplayer)? 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

Hi, I saved 50e through the bank account without registration and yes it was with a bonus, I played slot games and got winnings of 500e and I couldn't find a page where I could have withdrawn the funds and I asked about it via chat. After a while I got the answer that the account was closed due to a routine check and it's been more than three weeks .can't get any answers from there anymore except that I get an email as soon as possible.

Moi tallensin pankkitilin kautta 50e ilman rekisteröintiä ja joo oli bonuksen kanssa,pelasin kolikkopelejä ja sain voitot 500e ja en löytänyt sivua mistä olisin saanut kotiutettua varat ja kysyin sitä chatin kautta.hetken päästä tuli vastaus että tili suljettu rutiinitarkastuksen takia ja siitä on jo yli kolme viikkoa.ei saa mitään vastauksia enään sieltä paitsi että saan sähköpostia mahdollisimman pian.

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

Hello hannuol!

From now on, I will be taking care of your complaint. I'd like to invite LightCasino's representatives into this complaint in order to provide us with more information and to help us with the resolution of the issue.

Dear all,

Thank you for reaching out.

During a routine check of the account, we found a duplicate account where the customer had an active self-exclusion. Once discovered, the account in question was closed. However, due to a human error, the account was not forwarded to the relevant department to review the balance. We apologise to the customer for this and have contacted the customer directly regarding the account.

Best regards,

LightCasino.com

Dear LightCasino,

Do I understand it correctly, that although the player's account will remain closed, the balance will be paid to him accordingly?

Now I received an email regarding the matter and the money has been paid into the account, so everything is ok. Thanks for help!

Nyt tuli sähköpostia asiaan liittyen ja rahat maksettu tilille eli kaikki ok. Kiitos avusta!

Dear Martin,

Yes, you are correct. According to the latest message from the player, the funds have already been paid.

Best regards,

LightCasino.com

Dear hannuol,

I'm glad to hear that your issue has been resolved successfully. Thanks to the casino's swift response I can now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.