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I used this casino for a while, one day I entered with the mentioned amount in my account, it does not let me make any more bets or deposit or withdraw since my account was blocked and I had to contact support, I did and I gave them absolutely all the documents and images that they requested, however they never answered me again and they did not let me withdraw my money and they permanently closed my account, I did not breach absolutely anything and I gave them everything, I want to withdraw my money that I need.

Utilice este casino por un tiempo, un dia entro teniendo la cantidad mencionada en mi cuenta, no me deja realizar ninguna apuesta mas ni tampoco depositar o retirar ya que estaba bloqueada mi cuenta y debia contactar con soporte, lo hice y les brinde absolutamente todos los documentos e imagenes que me solicitaron, sin embargo nunca mas me contestaron y no me dejaron retirar mi dinero y cerraron de forma permanente mi cuenta, no incumpli absolutamente nada y les brinde todo, quiero retirar mi dinero que lo necesito.

Dear Gustii11,

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.?
• Do I understand correctly that you haven't received any confirmation of successful verification?
• 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

Hello, thank you for accepting the case,

1) It was a combination of sports betting, casino and slot machines

2) I did not receive any email despite having a chain of more than 30 emails sending them information that they requested and they stopped responding to me, I sent them another email but they no longer answer me.

3) Never use a bonus on this platform

greetings!

Buenas, gracias por aceptar el caso,

1)fue una combinacion de apuestas deportivas , casino y tragamonedas

2) no recibi ningun correo a pesar de tener una cadena de mas de 30 mails enviándoles informacion que me solicitaban y dejaron de responderme, les envie otro mail pero ya no me contestan

3)nunca utilice un bono en esta plataforma

saludos!

Thank you very much for your reply, Gustii11. Have you received any explanation from the casino regarding the blocked account? Could you 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 Gustii11,

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,
Kristina
Casino.Guru