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Hello,

I created an account and went through the verification process, all was well.

I deposited 20€ and made a profit. I made a withdrawal but cancelled it to continue playing.. I won even more money. I made another withdrawal and it was pending.

I went to the online chat and asked them to reactivate promotion emails for my email address and out of nowhere, my account got blocked !!!!

Olá,

Criei a conta e fiz a verificação e estava tudo certo.

Depositei 20€ e tive lucro. Fiz o levantamento mas cancelei para continuar a jogar.. ganhei ainda mais dinheiro. Fiz o levantamento e estava pendente.

Fui ao chat online e pedi para reativarem os emails de promoções para o meu e-mail e do nada já aparece que a conta foi bloqueada !!!!

Dear saraasilvaaa93,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Petronela.

I had registered at the casino on 04/19/2024, I immediately carried out the verification and it was completed successfully. As I mentioned, I deposited €20 without an active bonus. When I reached €80 I tried to withdraw and it was immediately processed and pending. On 04/20/2024 I canceled the withdrawal and continued playing, I reached a total of €250 and proceeded with the withdrawal, which was also processed and pending.

As I had canceled the promotional emails, I asked for reactivation, and out of nowhere my account was blocked due to gambling addiction.

I just played two slots "gates of olympus 1000 and Starlight princess 1000".

I would like to mention again that there was no active bonus.

Just to clarify that I have an active account at Snatch casino, which is from the same Altacore group and everything is normal!

Thanks

Olá Petronela.

Eu tinha-me registado no casino dia 19/04/2024, realizei logo a verificação e ficou completa com sucesso. Como referi depositei 20€ sem bônus ativo. Quando cheguei aos 80€ tentei levantar e ficou logo processado e pendente. No dia 20/04/2024 cancelei o levantamento e continuei a jogar, cheguei ao total de 250€ e procedi ao levantamento, que ficou igualmente processado e pendente.

Como tinha cancelado os emails promocionais, pedi a reativação, foi quando do nada a minha conta ficou bloqueada por vício no jogo.

Eu apenas joguei duas slots "gates of olympus 1000 e Starlight princess 1000".

Refiro novamente que não havia nenhum bônus ativo.

Só para esclarecer que tenho conta ativa no Snatch casino, que é do mesmo grupo Altacore e está tudo normal!

Obrigada

They have already paid 🙏🏻

Já pagaram 🙏🏻

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, saraasilvaaa93, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru