Casinonic - Player’s account has been blocked and audited.

Dear Army,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have accumulated your winnings on a regular play or from a jackpot? Have you withdrawn any winnings from this casino in the past? Is your account still accessible or it’s been blocked due to investigation?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Army, for your reply. I fully understand your frustration. If you wish to keep your replies private, just say so and it will stay hidden from the public eye (visible for you, casino and Casino.Guru only).

Meanwhile, could you please forward your game history in Excel format to petronela.k@casino.guru? Looking forward to hearing from you.

Yes please, forward it to me. Every little helps.

Thank you very much, Army, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Army,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help.

I would like to invite Casinonic to participate in the resolution of this complaint.

Dear Casinonic,

Could you please provide a detailed explanation along with evidence to prove your accusations against the player? You can forward the information to my e-mail address andrej.p@casino.guru.

We would like to ask Casinonic to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Casinoguru Team,

The user’s account has been suspended due to the multiple violations of the casino terms and conditions. The player has been using different IP addresses and proxy servers with a high fraud score. The same IP addresses and proxy servers were detected to be used by other duplicate accounts. In addition, the player used software-assisted methods and techniques for the participation in the games manipulating the casino system. As of now the investigation is being conducted together with Evolution company with regard to the player’s account.

Kind regards,

Casinonic Support Team

Thank you, Casinonic Support Team, for your reply. Please provide evidence to prove your accusations against the player. You can forward the information to my e-mail address andrej.p@casino.guru (or feel free to post it here).

Dear Casinonic,

Can you please provide the evidence that proves what you are accusing me of. I really do not know what you are talking about. I am not the computer wiz that you make me sound to be. As you can see from my playing history I have had many ups and downs playing. I play one number and hope to win. That is all. I do not have any software or hardware that I use. I wouldn’t even know how to use any of that. Is there a timeline that you could provide me as to when the investigation will be completed?

Thank you

Dear Casinonic,

I would really like to know what the delay in replying is? You have stated that I have violated multiple Terms and Conditions but have not provided me with any proof. Is your Casino that easily hacked? Because if you are able to accuse a person with little technical knowledge of using all sorts of things to manipulate your system, than a person with quite a bit of technical knowledge should be able to manipulate your system very easily. I also use a mobile device to play. Not even a pc. How do you manipulate a game of Live Roulette? If you have the answer to this I’m sure many people would like to know how it’s done. How could one do what you are accusing me of? Sounds quite silly. I have tried multiple times to contact your Casino for answers and everytime I have been given no answers. Very little communication. Only told to email support. But support does not reply. Or provide any answers. You can’t even ask to contact a Manager. You deal with Support Agents that cannot provide any answers. I have asked many times who I can get answers from and it seems that no one knows. It is so frustrating. If you have any proof why have you not provided it? What is the delay? What are the terms and conditions the Casino follows for Players of your site? Or do they only apply in favor of the Casino? I would appreciate a response as soon as possible. I have been without answers for almost a month now. It is unreasonable to withhold funds and not provide any information to your players.

Dear Army,

Please be informed that the casino has provided additional information on your case. We are currently reviewing the information and discussing the issue with the casino. I will let you know once there’s any news.

Thank you for your patience.

Dear Army and Casinoguru Team,

The investigation regarding this issue has already been completed in the player's favor.

The player's withdrawals for May have already been processed according to casino limits.

Should you have any questions please feel free to contact us anytime.

Kind regards,

Casinonic Support Team

Actually the Casino tried to scam me and it was only after an attorney from Curacao was involved that they were willing to pay. The case has not been resolved yet because the legal costs have not been settled.

Thank you, Casinonic Support Team, for your cooperation.

Dear Army,

I’m glad to hear the good news. Please let us know once you have received the first payment.

Dear Army,

Has there been any news regarding your complaint? I’m extending the timer by 7 days.

The case is still not resolved. The Casino is delaying their response to my attorney.

Thank you, Army, for your reply. Have you already received any payments from the casino?

Dear Army,

Has there been any news regarding your case? I’m extending the timer by 7 days.

No, the Casino has not replied to the Lawyer. Still waiting for a response.

Thank you, Army, for your reply. We will wait for further updates from you. In the meantime, as the casino indicated that your withdrawals for May would be paid out according to their limits, could you please let us know if you have already received any payment from Casinonic?

Dear Army,

I’m extending the timer by 7 days. Kindly note that in case you don’t provide the requested information, we will assume the issue related to your winnings has been resolved.

Hello, no my issue has still not been resolved. The Casino has yet to provide a response to my attorney.

Dear Army,

Could you please be more specific? Do I understand correctly that you have still not received any payments from the casino?

As we did not receive a relevant response from the player and due to a lack of cooperation on the player’s part, we will now close this complaint as ‘rejected’.

The player can reopen the complaint anytime.