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I deposited about $500 today, then played almost to $0. Ended up getting myself to a little over $750, I tried to withdraw $700 and play with the rest. When I left the game I decided to play, it said I was banned.. and the reason it’s says is "banned". I don’t know what’s happening, I really need my money back. They won’t answer on any type of support.

Dear Papabands,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I may have them working with me now, I will keep you updated. Yes I was already verified my id when I signed up I think over a year ago. I live close to the USA and sometimes my phone thinks I’m in Detroit so I think that’s the issue. I will come back and update if they don’t approved me.

I was playing live casino and slots. I was under no bonuses.

They are taking a long time to approved my documents.

Thank you for your reply, Papabands. Could you please advise which documents you have already provided and when exactly you sent the last one? 

Have you provided all the required documents as soon as possible and in the correct format?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Papabands,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.