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I am resubmitting my complaint (they were wrong to say that my complaint is about sports betting). My account was closed with money still in the system... The contradiction in this casino's support team tells me that I violated tyc 11.5, which I deny.

I have emails with support, a few days ago, I couldn't log into my account because they argued that there was a problem with Microsoft's Global SQL Server, and they said I should wait for a solution... But it didn't happen. Today, I can't log in, they blocked access to my account and took my money.

Vuelvo a mandar el reclamo( se equivocaron al decir q mi reclamo es sobre las apuestas deportivas). A mi ME CERRARON LA CUENTA CON DINERO EN PLATAFORMA... el argumento contradictorio del soporte de este casino que viole tyc 11.5, la cual niego inflingir.

Tengo los correos con Soporte, hace unos dias no podia entrar a la cuenta porque argumentaban que era un problema del Servidor Global SQL de Microsoft que esperara se iba solucionar... no fue asi. Hoy no puedo entrar, ME BLOQUEARON EL ACCESO A LA CUENTA Y SE QUEDARON CON MI DINERO.

Dear Alexisyago,

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

Hello good...

I registered at the casino in December 2023. I verified myself, uploaded my identification document, and a receipt for my credit card to prove my address.

The games I played in the casino are sports bets (it is not the issue of my claim, but the money they refuse to return to me).

Always play without Bonuses.

Buenas...

Me registre en el casino en Diciembre del 2023. Me verifique cargue mi documento de identidad, y una recibo de mi tarjeta de credito para acreditar mi direccion.

Los Juegos que jugue en el casino son apuestas deportivas(no es la cuestion de mi reclamo, sino el dinero que me niegan a devolver).

Siempre jugue sin Bonos.

Thank you, Alexisyago, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

I understand your assertion that sports betting is not related to your account closure. However, respectfully, based on the listed rule 11.5, I contend that sports betting was the primary reason for your account closure. Rule 11.5 is comprehensive and contains paragraphs directly related to your betting habits and the games you wager on.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.