CitoBet Casino - Player’s account has been closed after requesting withdrawal.

I received an email with a 100% bonus, I made the deposit as requested in the email and played, I managed to meet the wagering requirements, I verified my account normally and requested the withdrawal, the next day when I tried to log in my account had been blocked and when I entered the chat I was not told the reason or anything else about this blocking.I placed bets within the limit and that was it. And they just blocked the account for no reason at all.

Hello edgardheckmann22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CitoBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you contact them through their e-mail support? If yes, what did they respond? Did they mention anything regarding the refund of your deposit at least?

Looking forward to your answer.

Regards,

Nick

All my contact with them was via online chat, they never answered my questions by email. And there was no discussion of refunding my deposit or anything like that.

I don't remember the exact day of the account verification, but it was before I requested the withdrawal, it's difficult to say dates or anything like that, because they don't send any information by email, only promotions and as I don't have access to the account it's hard to find accurate information about dates.

I even tried to file a complaint with Curaçao Egaming on 07/16/2024, I believe the verification took place between the 13th and 15th, which is when I requested the withdrawal.

Dear edgardheckmann22,

Would it be possible to forward the communication you had with the casino and the license so far to nikolas.b@casino.guru?

Dear edgardheckmann22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.