Somos Casino - Hráčův účet byl zablokován.

They blocked the account keeping the money.

Bloquearon la cuenta quedándose con el dinero .

Dear Gustavo2901,

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 have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

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

He had completed all the verification.

Recruits lightning etc

Había completado toda la verificación.

Relutas lightning etc

Could you please advise how long ago you registered your account? Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

More than 8 months ago.

Hace.mas de 8 meses .

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Done. I already sent you an email.

Listo .ya le envié un correo .

Were your winnings accumulated with or without an active bonus, please? Have you saved any screenshots of your confiscated winnings?

No bonuses. Never activate the bonuses. I don't have catches.

Sin bonos . Nunca active los bonos .no no tengo capturas.

Thank you very much, Gustavo2901, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Gustavo2901,

I've just reviewed your case and am sorry to hear you came across such an issue. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Somos Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's account was blocked without any explanation?

I'm looking forward to hearing from you. In case of any relevant evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Gustavo2901,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia