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they have close my account without giving me the balance of 13700

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Hello,

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 resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good evening,

I didn't have any active bonuses, I had played various live games, black jack, poker and slots. I asked to increase my withdrawal limit because I needed the money and to stop my gambling addiction, since one of my last bets on black jack was €3,000. The whole conversation was in live chat and when we finished they sent me an email that they were closing my account without my consent to do so.

Καλησπέρα,

δεν είχα κάποιο ενεργό μπόνους, είχα παίξει δίαφορα live παιχνίδια, black jack, poker και slots. Ζήτησα να μου αυξήσουν το όριο ανάληψης γιατί χρειαζόμουν τα χρήματα και για να σταματήσω την εξάρτηση μου από τον τζόγο, αφού ένα από τα τελευταία μου στοιχήματα στο black jack ήταν 3,000€. Η όλη συζήτηση ήταν σε ζωντανή συνομιλία και όταν την τελειώσαμε μου έστειλαν email ότι μου κλείνουν τον λογαριασμό χωρίς να έχω δώσει την συγκατάθεση μου για να το κάνουν αυτό.

Dear Teza,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, do I understand correctly that you have indicated gambling problems to the casino? If so, have they confiscated your account balance as well?

Thank you for your patience and cooperation.

Dear Teza,

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,
Attila
Casino.Guru