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Hello, I made a withdrawal of €500 yesterday at 7:30 PM. I left €1750 there to continue making withdrawals because they only allow €500 per day. Now I've tried to log into the casino and they've blocked my account because it says it's not available in Spain, even though I've had the account since February and have made several withdrawals and deposits. I need an answer; this is the first problem I've had with them, but that money was earned by me, and if they want to close my account, they need to refund the money I have in it. Thank you in advance, and I look forward to your response as soon as possible.

Buenas hice una retirada de 500€ ayer a las 19:30 deje ahí 1750€ para seguir haciendo retiradas porque solo dejan hacer 500€ diarios, ahora acabo de intentar meterme en el casino y me han prohibido el acceso a la cuenta porque dice que no está disponible en España después de llevar con la cuenta desde febrero, después de hacer varias retiradas anteriormente y muchos ingresos también. Necesito una respuesta ya es el primer problema que tengo con ellos pero ese dinero ha sido ganado por mí y si me quieren cerrar la cuenta que me hagan el ingreso de el dinero que tengo en la cuenta. Gracias de antemano y espero vuestra respuesta lo antes posible.

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Dear jramoos2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Please allow me a few questions so I can better understand the situation.

• Did you pass KYC (Know Your Customer) verification before your account got blocked?
• What country did you specify in your player profile when registering your account?
• Where is your permanent place of residence?
• Have you ever used any VPN or IP-masking software to alter your true location while accessing the casino website?

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

Best regards,

Jean

Dear jramoos2,

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,
Jean
Casino.Guru