The player from Greece claimed that the casino unexpectedly closed her account without prior warning. She denied the casino's accusation of violating terms and conditions by having two accounts. The player had no funds in her account at the time of closure. We explained to the player that casinos could close accounts at their discretion as long as no funds were being withheld. Since no funds were involved, we decided not to investigate further and rejected the complaint.
Casinoin - Player's account was closed.
Amount: ??
Casinoin
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Casinoin has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Translation
They closed my account without any warning.
Automatic translation:
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9 months ago
Dear fatoska13,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if any funds are being held by the casino? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid, there’s not much we can do for you.
Thank you for your reply.
Best regards,
Kristina
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9 months ago
Translation
They claim that I violated the terms and that I have two accounts. This is not the case. Please let me know if I can take legal action to compel them to prove to me in writing what they claim.
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9 months ago
Thank you for your reply, fatoska13. Before we proceed, could you please clarify if the casino confiscated any winnings?
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9 months ago
Translation
Fortunately, I had no money in it. But I felt wronged and I was terribly insecure. Is it possible, for no good reason, to suddenly close an account? Also, casino guru states that it rates a casino based on user ratings. I sat down and read all the reviews and out of 10 pages, 9 were negative. Why you have it so high I can't understand and what benefit you get.
Edited
Automatic translation:
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9 months ago
As I explained previously, casinos can close players' accounts whenever and for whatever reason as long as no funds are being withheld in the process. Therefore, we do not investigate further the reason behind the closed account if there was no balance.
If you are honestly interested in how we review casinos, you can check our article:
https://casino.guru/our-casino-reviews
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
