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Hello. My account has been verified for a long time. I have been playing at this casino almost constantly for over a year. Recently they requested re-verification, which I successfully passed. Then they accused me of violating the rules and closed the account. I have recently made several deposits, but I was told I can only withdraw the last deposit. Currently my account is closed, and 149 usdt has been credited to my usdt wallet. This is the amount of my last deposit. That is, 648 usdt remained on the account and I do not have access to it, my account is blocked. The casino does not respond to my letters. The operator in the chat says that he cannot help with anything and I should contact the support service, but from there it is silent.

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Dear toniuana,

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.

• Has the casino informed you of any specific rule or term they believe you breached when they closed your account?
• When were you notified about the account closure?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did you receive any communication from the casino after the account closure regarding the re-verification?

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

Best regards

Petra

Hello. I was notified of the account closure on November 6. I did not receive any bonus. They did not give me a clear answer as to what rules I had violated. Yes, I could not withdraw funds and they informed me that additional verification was required, I immediately sent them the documents and passed the verification, but my account was still closed. I have been doing sports for over a year and maybe a little casino, and there were no problems.

Thank you for your reply and for providing the previous details, toniuana.

• Could you please let me know which documents you have already provided for reverification?
• Could you please confirm whether you focused on sports betting or casino games?

Thank you again for your cooperation.

Dear toniuana,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru