HomeComplaintsCasino Universe - Player's account has been closed after winning.

Casino Universe - Player's account has been closed after winning.

Amount: €3,966

Casino Universe
Safety Index:High
Submitted: 27 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

1d 11h 23m 14s

Case summary

5 days ago

The player from Finland's account is closed following a win on October 15, 2024, and is currently under investigation with no updates provided after two weeks. Despite offering to send any necessary documents, the support team has not addressed the issue.

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6 days ago
Translation

On October 15, 2024, I won money at the casino. A couple of days after the event, I went to check my withdrawal only to find that my account had been closed.

I went to ask about it in the chat. They replied that my account was under investigation. From time to time, I have checked the status. Almost two weeks have passed, and I still haven't received any updates on the situation. I offered to send them any documents they might need. The chat support has not addressed this issue, and my messages seem to have been of no use. I have read all the bonus terms and rules while playing, so I am aware of them and have followed the casino's rules while playing.

Automatic translation:
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5 days ago

Dear Gamess,

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. 

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the investigation? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

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5 days ago
Translation

This was my first time playing at this casino. So the first repatriation.


Before playing, I sent documents in the Kyc confirmation section of the casino, some were still waiting for approval.


I collected my winnings with an active bonus, I completed a rollover. My bonuses showed the recycling amount, which I followed, and when the recycling was full, this Bonus was removed and the bonus money was transferred to my own balance.

Automatic translation:

Casino Guru is examining the case

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