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I've been waiting for a refund of 420 USD since September 29th. During this waiting process, they blocked my account and restricted my access. They sent me a message on October 5th, saying they were closing my account and would refund my money. But time passes, and I don't receive anything. When I contact them via chat, they tell me I have to wait, but they don't tell me anything else. They no longer respond to my messages directly via email.

I have attached the message they sent me about the account closure and that they would return the funds to me.

Llevo desde el dia 29 de Septiembre, esperando un reintegro de 420 usdt, en este proceso de espera me han bloqueado la cuenta y me han restringido el acceso, me escribieron un mensaje el dia 05/10, diciendo que me cerraban mi cuenta y me darían el reintegro a mi cuenta. Pero pasa el tiempo y pasa y no recibo nada y cuando me comunico por chat me dicen que tengo que esperar pero no me dicen nada más. Por correo directamente ya no responden a mis mensajes.

Les he adjuntado el mensaje que me enviaron de cierre de cuenta y que me devolverian los fondos

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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.?
• Do I understand correctly that you didn't 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, I accumulated all my winnings in sports betting and did not request any bonus. I entered 500 USDT and reached 920 or so USDT. But they limited my account and the amount I could bet and I withdrew 500 USDT and everything was perfect. They arrived fine. However, when I withdrew the remaining 420 or so, they asked me to verify my information and complete it on their website. I sent them a photo of my ID and a selfie as they told me, but the next day I received an email that I had not passed the verification and that they were closing my account. They would return the withdrawal I had pending manually, but this was on 09/29 and I still have not heard from anything. They do not answer me by email, and when I open the chat they tell me that I have to wait for it to arrive and that they are in process. And regarding the bonus, I did not use any bonuses during my stay, I rejected all of them.

Buenas Kristina, acumule todas mis ganancias en apuestas deportivas y no solicite ningun bono ingrese 500 usdt y llegue a 920 o asi usdt. Pero me limitaron la cuenta y la cantidad que podía apostar y retire 500 usdt y todo perfecto llegaron bien pero al retirar lo otro restante los 420 o asi me pidieron un proceso de verificacion de mis datos y cumplimentar por la web suya les mande la foto de mi dni y el selfie como me decían pero al dia me llego un correo que no habia pasado la verificacion y que cerraban mi cuenta, y que me devolverían el retiro que tenia pendiente de manera manual, pero esto ha sido el 29/09 y aun no tengo noticias de nada no me contestan por email, y cuando le abro por chat me dicen que tengo que esperar a que me llegue que estan en proceso. Y respecto a lo del bono no use ningun bono en mi estancia les rechace todos

Thank you for your reply, Casape95. I apologize, but I am afraid I don't have good news for you. If you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. I truly understand how frustrating this situation must be for you. However, we must be clear — in this case, we are unable to provide further support.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.