Casinozer - Player's account was closed.

Hi,

Opened an account at this so-called casino. Took a non-deposit with 35 freespins with rollover x40. Luckily I was able to met it and made a small amount. The bonus was cashable as per their terms. When I headed to their verification app, uploaded all my documents and performed the liveness check, the account was closed abruptly (!). You can't close one's account because he was lucky!! And what's more you can't close any account, before liquidating the player! I contacted the support and Michelle the support-girl told me this: "your money was confiscated because you haven't made a deposit!" and I said: Let me deposit, then! She closed the chat!!

Dear aver147,

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. 

• Do I understand correctly that you didn't manage to complete the verification?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Yes, my verification was successful.

Here are the other communication screenshots.

Thank you.

Thank you for your reply, aver147. Do I understand correctly that the casino didn't explain why your account was closed? Was your active balance €10 (dispute value)?

They said 'it was due to casinos decision"! The support didn't give me more explanations.

Could you please clarify how much money you had in your casino account?

It was just 10€ (from the wagering of the freespins). But I was willing to continuing playing there. That's why I registered.

Thank you very much, aver147, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, aver147!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino 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’ which may negatively affect its rating.

We have decided to extend the timer for one more week as it seems like we are establishing the contact with the casino.

aver147, can you, please, provide me with the exact number of accounts that you have had with the Casinozer?

Only 1.

Hello, aver147!

Unfortunately, we are forced to reject your complaint. The reason for it is that you have not passed the verification process. We consider the reason for declining your KYC documents legit and valid. Therefore, we cannot help you anymore. Do you have any further comments?

lol

No.

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.