The player from Germany has been blocked after requesting a withdrawal. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Casino MGA - Player's account has been blocked.
Black points: 268
Amount: €5,000
Casino MGA
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I made a withdrawal quite some time ago, I just didn't know exactly where to go, this withdrawal was never paid out and my account was just blocked without any reason. I didn't break any rules.
Kind regards
Automatic translation:
Public
Public
2 years ago
Hello lpflueger0704,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly you requested the withdrawal and when was your account closed? Have you accumulated your funds with or without an active bonus, please?
Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
I can't say exactly anymore, I think it must have been at the beginning of last year, I think it was blocked in April 2021. They kept saying they were checking and at some point the account was just locked without any explanation. And I didn't get any information afterwards as to why that was the case.
I took a bonus, but I accumulated the money when the Bonus Wagner was already over. So there was no more bonus.
Kind regards
Automatic translation:
Public
Public
2 years ago
Dear lpflueger0704,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of Casino MGA to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Casino MGA. I wish I could be of more help.
The casino can reopen this complaint anytime.
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