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Good afternoon I made a withdrawal request for 250 in total and my account was closed for no reason I tried I lost my money

Boa tarde fiz um pedido de levantamento de 250 no total e a minha conta foi encerrada sem motivo tentei fiquei sem o meu dinheiro

Dear frutariadajoana,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any reason for blocking your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Good afternoon yes i had already confirmed it with kyc . it was the first time i tried to make a withdrawal at this casino .no they just canceled my account

Boa tarde sim já a tinha feito a confirmação com kyc . foi a primeira vez que tentei fazer um levantamento neste casino .não eles só cancelaram a minha conta

Good afternoon I would like to know more about my request for help thank you very much

Boa tarde gostaria de saber informações sobre o meu pedido de ajuda muito obrigado

Dear frutariadajoana, to clarify, did you lose the money before the casino closed your account, or did they confiscate the funds?

Were your winnings accumulated with or without an active bonus?

Did you play casino games or bet on sports?

Has the casino provided a specific reason for the account closure?

Please share all communication you've had with the casino, including emails or chat transcripts, either by sending them to dominika.l@casino.guru or posting screenshots here.

Good afternoon I had made two withdrawals one of 200 euros the other of 50 euros without bonus. I only play in the casino section thank you very much for your attention

Boa tarde tinha feito dois levantamentos um de 200 euros outro de 50 euros sem bonus. Só jogo na parte do casino muito obrigado pela atenção

Good afternoon I made a withdrawal request for 200 euros and another for 50 euros and they confiscated the funds and canceled my account

Boa tarde fiz um pedido de levantamento de 200 outro de 50 euros confiscaram os fundos e cancelaram a minha conta

Dear frutariadajoana, have you reached out to the casino via email to inquire about the specific reason for the account closure and confiscation of funds, as advised by customer support?

I send you the email I received

Envio o email que recebi

Thank you very much, frutariadajoana, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.