Casino Barcelona - Player’s account has been closed.

My case is the following, I registered a month ago and I have not played, a week ago I deposited 50 euros and sent all the verification documents (ID, selfie, PayPal account with which I make the deposit and internet invoice) by mail for your check. That afternoon I start playing a slot and I get about 500 euros and I start playing roulette and I get another 500 in total, with 50 euros I get 1000 euros. I leave, I go to work and I receive an email that my account has been suspended that puts me in contact with support for more information. I have sent them again all the documentation and 6 or 7 emails telling them that what has happened that they do not let me enter the account and that I have 1000 euros that they give me that is my money. To which I do not receive any reply and a week has passed and they no longer reply to the emails or anything. What I can do ?

Thank you so much for your help.

Dear Enkrny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Could you please confirm you provided all the required documents? Do I understand correctly that you haven't received any explanation from the casino regarding this situation?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Yes, I did send all the documentation and on several occasions I have written to you and I have not received a response. I have sent several emails during this week and nothing. The last thing I received was an email saying, your account has been suspended. Contact support to fix the problem.

I understand that they have to verify the identity and that but what I do not understand is that they do not respond for 8 days to the emails and they have me without knowing anything about my money.

Thanks a lot.

Your gaming account has been suspended.

For more information, you can contact us via email soporte@casinobarcelona.es.

That was the last email I have from you.

Good evening, I still do not receive any response from you. I have two missed calls from a number that I don't know what it is. I don't know if they were the ones who caught me working. I call and no one picks it up, they keep passing me by by email.

Let's see if something can be fixed because this is a shame.

Casino Barcelona this is not serious.

Thank you very much Enkrny for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Enkrny,

I looked at your complaint and will do my best to help you. I would like to invite Casino Barcelona into this conversation. Casino, can you please specify why did you block the player’s account?

Yes, let's see if they answer here. I find it outrageous that customer service is not even able to clarify anything and goes on answering emails.

I sent:

Selfies with my ID, invoice, ID on both sides, PayPal ownership if they do not open my account it is because they do not want and do not want to pay me my money. And the question of not answering that casino Barcelona explains why they do not answer the emails if the support team is supposed to be from Monday to Sunday from 9 in the morning to 9 at night.

They just put this on me, they called me on the 31st and I was working. His message after all instead of clarifying anything is the following:

Hello enkrny77,

We have tried to contact you but have had no luck. We will keep trying in the coming days.

Greetings and happy new year

Hello Enkrny77, we did call you last Friday and we will call you again in the next few days to complete your verification.

Thank you for your patience!

Give me a phone number to call myself. Since if I work I can't be taking it.

In addition, regardless of this, could you clarify why my account is blocked and why do you not reply to customer emails?

And of course also answer why the account was blocked for no reason since I sent all the identification documentation. You only do the phone thing because I was making money.

I hope this shows in the reputation of this casino and I will make sure to spread it properly. Since I need the prize money that I win and I cannot withdraw it. And to the withdrawal requests that I have made via e-mail, you do not pay any attention.

They just sent me this:

Good afternoon,

We inform you that we have proceeded to the precautionary suspension of your user account for security reasons.

We have tried to contact you on several occasions and have received no response.

In order to verify your gaming account, it will be necessary for you to reply to this email, indicating a time slot in which we can reach you.

We look forward.

We are at your disposal from Monday to Sunday on the free phone: 900 354 354 from 10:00 a.m. to 10:00 p.m.

Sincerely,

Customer service

Casino Barcelona Online

Play Responsibly.

Say that they have made the verification call, they have asked me my personal information as well as what I played and many things. He says that they will give me an answer as soon as possible that he passes it on to another department. The lack of communication seems to have been due to a lack of understanding with the mail and schedules. We will see how it is solved because all I want is the money I have won and this has never happened to me in any other page or casino.

If it is resolved, I will inform you so that the complaint can be removed.

Dear Enkrny,

thanks for the information, let me know about your progress, please.

Yes, at the moment I don't know anything to see. I imagine that they will open it for me. I say I was asked some strange things since I don't know the name of the machine I play. It was 10 days ago and I play on other pages too, I don't think I need to know the name of everything so that they can open my account, but well, we'll see what they tell me. Yesterday's service was correct.

At the moment I still have no news, something like this had never happened to me and it takes so long for everything ...

It seems that communication and problem solving does not go with casino Barcelona, they tell me that it is not necessary for me to make complaints through forums that could have been solved earlier if I had not complained but they still do not answer the emails and do not give a solution to the happened. I still don't know anything about them.

I just got off the phone with them and they told me they are in the very nice verification department today actually. It seems that everything is going better and moving forward.

Today the service has been good and understanding the situation since on my part I may have been impatient due to the need for money and to see that I had no answer.

Seems close to being resolved

I have already contacted them and it is working out. They can close the complaint.

Dear Enkrny,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru