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I was playing on this site. On February 7, 2026, I requested a withdrawal of 850 Peruvian soles, and later, on February 8, 2026, another withdrawal of 1000 soles. The requests were being processed, and this morning, February 9, 2026, when I tried to log in, I received the message "YOU HAVE ACTIVATED THE SELF-EXCLUSION FUNCTION." When I contacted support, they told me that my account had been permanently restricted. The reason given was that I had violated rule 10.1 of their terms and conditions. I stated that I never committed any violation, and it seems very strange to me that the site would restrict my account just as I was making a withdrawal, simply stating that a violation had occurred without specifying exactly what it was.

Estuve jugando en esta página, el 07/02/2026 solicite un retiro de 850 soles moneda peruana y posteriormente el 08/02/2026 otra de 1000 soles, la solicitudes estaban en proceso y hoy por la mañana 09/02/2026 al querer iniciar sesion me sale un mensaje "HA ACTIVADO LA FUNCION DE AUTOEXCLUSION", al comunicarme con soporte me indican que mi cuenta a sido restringida de manera permanente, los motivos son que se infringio una norma la cual es la 10.1 de sus normas, yo indique que nunca cometí ninguna infracción y me parece muy raro que justos cuando estaba realizando un retiro de dinero la página me restrinja la cuenta y solo me indique que se cometió una infracción sin entrar en detalles de cual fue exactamente.

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Hello,

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.

• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Dear Denis12,

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,
Veronika
Casino.Guru