Home Complaints 21 Casino - Player’s account has been closed.

21 Casino - Player’s account has been closed.

Amount: €320

21 Casino
Perfect reputation
Submitted: 06 Jul 2020 | Resolved : 06 Jul 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from United Kingdom had his account closed after being accused of using a different currency. Later the player contacted us, that his account was restored with the balance on it.

Public
2 years ago

hi when i registered to the Casino i was in my country Moldova But then i moved i pass the id verification then i provide my proof of id and adress from my new location i was Waiting 2 weeks to rezolve this problem i hâd in my account 320 euros and thei send me mesage they closing my account because im playng in diferent curency soo where ITS my money now?

Public
1 year ago

Dear Comerzan,

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. Do I understand it correctly that initially you have registered your account when residing in Moldova and your account has been fully verified? Afterwards, you’ve moved to United Kingdom, informed casino about the change but your personal details weren’t changed officially, is that correct? Finally, your account has been blocked due to depositing in different currency.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

 

Public
1 year ago

N-o my account wasn't verified in Moldova i just registered there then i come to the uk and when Casino ask me to verified my account i provide my new adress from uk thei Say my detalia not match because i registered with Moldova adress and i need to provide my old proof of adress,after that i send my old proof of adress Casino told me ITS ok now send the new adress i send new adress IS well and after 2 days costumer support send me mesage that my account ITS blocked because my curency when i play it was euro But from uk u ca-n play only with GBP

Edited
Public
1 year ago

Thank you very much Comerzan for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
1 year ago

I will try to contact the casino and let them know about your problem. Please let us know if there will be any update in your case.

Public
1 year ago

Money in account all good thank you!!!

Edited
Public
1 year ago

Dear Comerzan,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.Guru