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My account was closed by the casino as an administrative decision (according to support chat). Before the closure, one of my withdrawal requests was successfully processed. However, there was still approximately €1000 remaining in my account balance.

After the account was closed, I lost access to the account and therefore I am unable to verify the balance or access my account history.

Since then, I have repeatedly contacted the casino requesting clarification regarding the status of my remaining funds. The casino has only provided generic responses stating that my case was forwarded to the relevant department and is under review.

Despite waiting for several weeks, I have not received any clear answer.

Thank you for your help.

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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 to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you received any emails from the casino informing you of the reasons why your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru.
• Was your account blocked after you entered your password incorrectly several times in a row, or was it closed by the casino due to an alleged breach of the Terms and Conditions?

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

Thank you for your reply.

Here are the answers to your questions:

• I played slot games and sportsbook to accumulate my winnings.

• My winnings were accumulated without using any bonus.

• I did not receive any email explaining the reason why my account was closed. I only discovered that my account had been closed after contacting the live chat. The chat agent informed me that my account had been closed as an administrative decision and advised me to contact the support team by email if I wanted further information.

• My account was not closed because of incorrect password attempts. Although I initially saw a message indicating that my account had been temporarily locked due to multiple incorrect login attempts, after contacting the casino I was informed that my account had actually been permanently closed by an administrative decision. Since then, I have repeatedly asked about my remaining balance, but I have only received generic responses stating that my case was under review. Eventually, the casino stopped providing any meaningful updates.

Before my account was closed, one withdrawal was successfully processed. However, there was still approximately €900 remaining in my account. After the closure, I lost access to my account and have never received any explanation about the status of those funds.

Thank you for your assistance. I hope you can help resolve this matter.

Before we proceed with the investigation, could you please forward me all the communication between you and the casino's customer support regarding your account closure to veronika.f@casino.guru? This may include screenshots, chat transcripts, or email correspondence.

I appreciate your time and cooperation and look forward to your reply.

Dear Robertinooo,

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