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My account was blocked, the email to which the account was registered was k***********@yandex.ru, they initially wrote that the transaction was being verified, after some time, when I tried to log into the account, it says "your account has been blocked, contact support by email", while I can't write to the live chat, since it simply disappeared from the site page, my email and messages are simply not responded to. The amount is not small 2100 dollars, I ask you to ask to sort out the situation and at least contact the casino representatives, so that at least you understand the reason for everything that is happening.

Мне заблокировали аккаунт, почта на которую был зарегистрирован аккаунт k***********@yandex.ru, изначально писали что транзакция на проверке, спустя некоторое время при попытке входа в аккаунт пишет "ваш аккаунт заблокирован, свяжитесь с поддержкой по электронной почте", при этом в лайв-чат не могу написать, так как он просто пропал со страницы сайта, на почту и мои сообщения просто не реагируют. Сумма не маленькая 2100 долларов, прошу Вас попросить разобраться в ситуации и выйти хотя бы на контакт с представителями казино, чтобы хотя ы понять причину всего происходяшего.

Dear XLXX4N,

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. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal and blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

• did not draw a conclusion
• KYC verification was not requested
• I didn't touch the bonuses

• не делал вывод
• проверку KYC не запрашивали
• бонусы не трогал

Dear XLXX4N, thank you for the information.

Have you received a response from the casino?

Is your casino account temporarily or permanently blocked?

Was your withdrawal request pending when your account was blocked?

Dear XLXX4N,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.