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Good afternoon. I have problems with unblocking my account to withdraw funds. I registered with my email. . made a deposit, the last one was 8000 and they gave me a bonus. played the slot and I had a big win. when I wanted to withdraw 50000, the account was blocked and I contacted the site support. they asked me for video verification. I agreed and immediately took the call, answered all the operator's questions. a couple of days passed, the account was not unblocked and I wrote to support again. then they called me on my phone number, I accepted the call. they also asked for an additional photo with a document. and only after that they wrote that the account was blocked without the possibility of unblocking. they did not provide me with any specific information and I do not understand the reason, perhaps some kind of error occurred. I ask the casino to reconsider this situation

добрый день. у меня возникли проблемы с разблокировкой аккаунта для вывода средств . зарегестрировалась с почты alimonten983@gmail.com. сделала депозит , последний был в размере 8000 и мне дали бонус . играла в слот и у меня был большой выигрыш . когда я хотела поставить на вывод сумму 50000 , аккаунт был заблокирован и я связывалась с поддержкой сайта . у меня запросили видео верификацию .я согласилась и сразу приняла звонок , ответила на все вопросы оператора. прошло пару дней,аккаунт не разблокировали и я ещё раз писала в поддержку .тогда мне позвонили на мой номер телефона , звонок я приняла. также запросили доп.фото с документом . и уже после этого написали что аккаунт заблокирован без возможности разблокировки . какую то конкретную информацию мне не предоставили и я не понимаю в чем причина, возможно произошла какая то ошибка. прошу казино пересмотреть эту ситуацию

Dear alinahh,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the communication between you and the casino customer support regarding the verification of your account and the subsequent account closure? My email address is veronika.f@casino.guru.

Am I correct in understanding that your account was blocked right after you submitted the documents for verification?

Please forward me a link or a screenshot of the bonus you activated and played with.

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

Best regards

Veronika

good afternoon. not exactly like that. my account was blocked after I put funds up for withdrawal. they asked for documents after... first they asked me to go through video verification. I went through it and then for a long time they didn't tell me anything about the unblocking situation. after that I wrote in the chat, the operator asked to take a call from my number. this was about 6 days ago. and finally when I contacted them, they said that the account was blocked and couldn't be restored. it's not clear why...

and regarding the bonus, I activated the welcome bonus and played the wager

добрый день . не совсем так . аккаунт мне заблокировали после того как я поставила средства на вывод . документы просили уже после .. сначала попросили пройти верификацию по видео . я её прошла и мне потом долгое время совсем ничего не говорили о ситуации с разблокировкой . после этого я в чат написала , оператор попросил принять звонок с моего номера . это было примерно дней 6 назад . и уже в конечном итоге когда я обращалась к ним , то сказали что аккаунт заблокирован и нельзя восстановить . почему непонятно..

а по поводу бонуса то я активировала приветственный бонус и отыграла вейджер

Thank you for your email. According to the live chat agent, your account was blocked under rule 18.2.3 of Monro Casino. The rule says the following:

18.2 You undertake to indemnify, defend the interests of the Company, and protect its partners and their companies, as well as their officers, directors, and employees, against all claims, demands, liabilities, damages, costs, and expenses, including legal costs and other expenses, incurred as a result of:

18.2.3 Use of your account by third parties irrespective of whether this use was authorized by you or not;

Could you please tell us if your account has been accessed by a third party? Are you the only person accessing and playing on your account?

good morning. yes, only I have access to the account. I played on it myself..

доброго ранку. так, лише я маю доступ до аккаунту . грала на ньому самостійно..

Thank you very much, alinahh, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, alinahh! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello, dear player and Casino Guru representatives! The player's account has been blocked due to paragraph 18.2.3, that is:

You undertake to indemnify, defend the interests of the Company, and protect its partners and their companies, as well as their officers, directors, and employees, against all claims, demands, liabilities, damages, costs, and expenses, including legal costs and other expenses, incurred as a result of:

• Use of your account by third parties irrespective of whether this use was authorized by you or not;

The evidence has been sent to pavel.k@casino.guru.

Best regards,

Monro Casino!

Hello, alinahh,

We have checked the evidence provided by the casino and it is clear to us that you have either used other person's data to create the account or let them use your account. We consider both of these behaviors unfair and, therefore, must reject your complaint.