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

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.

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

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.

Dear Gamess, do you have any updates regarding the investigation, please?

I have sent them an email. Above is a picture of it, there is no other situation update at the moment. The casino's chat does not take a stand when you ask about the incident or account investigation.