Casino360 - Player’s account has been blocked.

Dear Sir/Madam,

Casino360, which has an official license from your side, has the following license information.

"This site is operated by Mediasoft Technologies N.V. a company registered under the laws of Curaçao having company registration number 153969 and its registered address at Abraham de Veerstraat 9, Curaçao . Mediasoft Technologies N.V. holds a sublicense GLH-OCCHKTW078142020 issued by Gaming Services Provider N.V., which has been established under the laws of Curaçao and has licence #365/JAZ"

I am invited as a VIP customer by Special Customer Representative of this site in Turkey. They offered me big bonuses with low wager conditions. In only one week I deposited 30.000 TL, and could withdraw 15.000 TL.

After that I had my luck behind and managed to reach around 100.000 TL. From that time on, all the attitude has changed. My Special Customer Representative got lost and I couldn't reach him anymore. the only way to contact with them was live chat, and the staff there never gives clear answers.

As you can see in the attached files, I still have 5 pending witdrawals of 49.000 TL in totali and 48.000 TL in current account. 

My withdrawals are waiting for 10 days. 

ref no 8354053 - 10.000 TL -14.08 ( 10 days)

ref no 8425547 - 5.000 TL - 18.08 (6 days)

ref no 8425498 - 15.000 TL - 18.08 ( 6 days)

ref no 8425583 - 4.000 TL - 18.08 ( 6 days)

ref no 8449182 - 15.000 TL - 20.08 ( 4 days)

Whenever I contacted to live support and asked about my pending withdrawals, they always said there is no problem and they would send me money as soon as possible. But they never did..

On 20.08.2021 ( 4 days ago) they asked me about KYC documents and my proof of my 30.000 TL deposits. I've sent them documents and still waiting my documents to be approved. Still waiting to be approved...

Last night I tried to log in into my account and as you can see in the attached files, I've seen that my account has been blocked.. When I contacted to live chat, they told me that I tried to log in with wrong password several times and I have to renew my password. But the thing is, yesterday I didn't log into my account.. When I asked about the wrong log-in attempts logs data ( which ip tried to log in, when) they changed the subject and didn't reply. When i clicked on "I forgot my password" link i wrote my current e-mail to sent a renewal link. But guess what, no mail has been sent. After that I contacted to live chat and told about this situation, they asked about my personal data to renew my password, but nothing happened after that.

I'm a victim in this case. I demand my pending withdraws of 49.000 TL+ 48.000 TL of my current account balance to be transferred to my side.

please deal with this situation and help me.

I trusted this site and deposited 30.000 TL. I didn'T deserve this. Looking forward to hearing from you soon.

best regards.

Dear Mustafa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. You have mentioned some attached files, but I don’t see any. Would you be so kind and forward it to me?

Please, also forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Best regards,

Kristina

Dear Kristina

I’ve sent the pending withdrawals screenshot and accounts’ blocked screenshot by e-mail.

the thing is they are doing all they can in order to not send my withdrawals. Live support never told me they "won’t send" of course, but all the time they are stalling with fake answers and never gives clear answer.

Thank you for your emails. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.

Let's give it a few more days, and if there is no development, we will intervene. I will set the timer for additional 7 days. Please, keep us updated and let us know if there is anything new in the meantime.

Dear Kristina,

the problem seems to be solved. My customer rep. Reached me and he told me that he’s dealing with my account and pending withdrawals.

thanks a lot for the help

Mustafa, do I understand correctly that you wish to close this complaint?

Yes Kristina,

thanks a lot for your interest

We are closing this complaint as per your request. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.