CitoBet Casino - Player’s account has been disabled and is under investigation.

I have had an account at this casino since MARCH 2024. My account has been verified for months.

Yesterday, I participated in a promotion and received a good return after rolling the bonus. I requested a withdrawal, which remained pending for quite a while. I spoke with an attendant who said everything was OK and that I just needed to wait.

This morning, my account was logged out from both my computer and my phone. When I contacted the Chat support, I was informed that my account was under investigation and to wait. I was not given any timeframe or reason. I also lost access to the support chat, and I believe my IP has been banned.

I am writing to say that I am available to provide any additional information needed and would like to know the timeframe for both resolving the issue with my account and completing the withdrawal.

Dear robertafreitas90,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me a screenshot or the link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?

What games did you play while your bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Here's the email I received with the promotion. It was a deposit bonus. Now I can't remember if it was R$100 or R$110, I believe it was R$100.

As for the games, I played several... from Pragmatic, Bgaming, Playson.

The casino blocked games where you couldn't use the bonus.

Could you kindly forward the entire promotional email to me at veronika.l@casino.guru? Additionally, please send any communication between you and customer support that may be relevant to the investigation of your case. This could include screenshots, chat transcripts, or email conversations. Thank you in advance for your cooperation.

Hi, I sent you the promotion ema, the only transcript I could save (they cut my access to the chat even not logged in) and the support status saying they can’t do a thjng

Thank you very much, robertafreitas90, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you robertafreitas90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CitoBet Casino for their help in resolving this complaint. We would like to know what's the reason for the investigation and what can we do to help resolve this issue.

Thank you!