The player from Brazil reported being blocked from their casino account after encountering an error in the game Elvis Frog True Ways during free spin rounds. They believed the block was caused by this error, which they had reported to online support, and were seeking a resolution. Later, the player reported the issue was resolved.
America777 Casino - Player’s account has been blocked due to an error.
Amount: $300
America777 Casino
Safety Index:Above averageSafety Index
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6.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Dear djavancorreafinger,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with America777 Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked? Could you please share a screenshot of the error you encounter when trying to log in?
- Was there any bonus balance (from bonuses and promotions) on your account?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Translation
*Could you tell me how long you've been playing at the casino and when exactly your account was blocked?
- I created the account on 21/09/202, but I was playing for a month on average (I didn't use cryptocurrency before). On 19/12/2024 it was blocked.
*How did you know your account was blocked? Could you share a screenshot of the error you encountered when trying to log in?
-I was online at the casino when I tried to log in to a game and got an error, then refreshed the page and logged out. Then I tried to log in and couldn't.
When I confirmed my login I got the message. "Oops ... Your credentials do not match or Records.
*Was there a bonus balance (from bonuses and promotions) in your account?
At the moment the balance came from a deposit.
- no
*Could you share with me your communication with the casino?
-Yes, I'll email you.
Send emails or chat transcripts to my email at or post screenshots here.
- ok. Thank you very much for your attention.
Automatic translation:
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2 months ago
Translation
All ok, all sorted!
Thank you all and a happy new year to you all!
att. Djavan
Automatic translation:
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2 months ago
Dear djavancorreafinger,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
