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I had multiple problems with the casino. I’ve had my account blocked because there were supposedly more than one account, yet they continue to accept my money when I explain that I only have one. Each time my winnings got above $500 on 4 consecutive occasions the game would automatically end. I called them with a complaint they tell me I needed verification! I’m like why do I need to verify when I had a cash out for $300??? They said it’s not me then, I play again and again and they refuse to refund my money or give me a credit. I have been waiting for over a year to have this matter resolved yet, no reply. Then they say only one account per household when another relative has been granted the opportunity to use the casino!!!

Dear n4srmdgjkt,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your account and winnings at the casino.

To assist us in investigating your case and working towards a resolution, could you please provide the following additional details:

• Account Information: Can you provide details of your account, including your username or account ID? Additionally, do you know the username or account ID of the relative who has been granted access to use the casino?
• Transaction History: Could you provide a detailed list of your transactions, particularly those related to the four instances where your winnings exceeded $500?
• Verification Requests: Can you forward any communication you’ve received from the casino regarding the need for verification? This includes any emails or messages explaining why verification was required after you had already processed a cash out of $300.
• Complaints Communication: Could you provide any records of your complaints to the casino and their responses, particularly regarding the blocking of your account and the refusal to refund your money?
• Household Accounts: Can you clarify the situation regarding multiple accounts per household? Specifically, how many accounts exist in your household, and what reasons the casino has given for blocking your account while allowing another relative to use the casino?

You can forward any relevant communication 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

Dear n4srmdgjkt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.