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I wanted to be blocked, but then I was told I still had 30 free spins - I played them and then had over 41 euros in my account. And during the game my account was blocked.

Wollte mich sperren lassen,aber dann sagte man mir ich hätte noch 30 freespins-die habe ich gespielt,und hatte dann am konto über 41 euro.Und während des spiels wurde mein konto gesperrt.

Dear paclmaya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise the exact date and time when you requested your account to be blocked? How much longer has it stayed accessible? Additionally, please specify what was the reason for the account closure and if you went through the KYC verification previously?

Thank you very much in advance for your reply.

Best regards,

Petronela

Time must have been around 5:20 this morning.

I actually wanted to close my account because nothing worked there. No matter what you played, it always went downhill financially. But then the support said in the chat that I still had free spins and also discovered that I still had cashback. so i kept playing

zeit muss heute früh um ca 5 uhr 20 gewesen sein.

Ich wollte eigentlich mein konto schliessen,weil dort gar nichts gegangen ist.egal was man gespielt hat,es ging finanziell immer bergab.Aber dann hat der Support im chat gesagt,ich hätte noch freespins-und habe auch entdeckt das ich noch cashback hatte. also hab ich weiter gespielt

I hadn't done the verification yet, I usually do it whenever I want to pay out

die verifizierung hatte ich noch nicht gemacht,mache ich meistens dann immer wenn ich auszahlen will

Could you please forward any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Additional comments from the player:

"I've already made several deposits there, but no matter what you played, it didn't work at all - it felt like I played downhill every time. So I wanted to have my account blocked in the chat on that day. I was then told that I could still play for free I had free spins-so I played them on and I also had cashback-after the free spins with cashback I had around 26 euros in my account, I played it up to 40 euros and suddenly my account was blocked.

After that I couldn't chat - apparently only works if you have an account, so I immediately contacted them via email, but until today I was just ignored"

Additional comments from the player:

"Ich habe ja schon mehrere Einzahlungen dort getätigt,aber egal was man gespielt hat,es ging gar nix-gefühlt jedesmal nur bergab gespielt.Also wollteich an den besagten Tag im Chat mein Konto sperren lassen. Darauf wurde mir mitgeteilt,dass ich noch gratis freispiele hätte-also hab ich die weitergespielt und cashback hatte ich auch-nach den Freispielen mit cashback hatte ich ca 26.euro am Konto habs hochgespielt auf 40 euro und aufeinmal war mein Konto gesperrt.

Daraufhin konnte ich nicht chatten-geht anscheinend nur wenn man ein Konto hat,also habe ich sofort per email kontakt aufgenommen,aber bis heute wurde ich nur ignoriert"

Have you mentioned the gambling problem at all, when you requested the account closure? Please forward relevant communication to petronela.k@casino.guru.

Dear paclmaya,

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.