500 Casino - Player's account was blocked.

Hello, on October 28, 2023 I decided to make a deposit on csgo500. The amount is $25,000, before that I lost a little more than $66,000 in other casinos, so I decided to make a couple of small bets and bet all-in on x3 (red) in wheel mode. Lucky, I won. When withdrawing money, the error "error during withdrawal, please contact support" started popping up. I was told that I needed to go through verification, which I successfully did. After that, I also couldn’t withdraw money, I wrote to technical support again. They started telling me that I won this money using an exploit, I have multi-accounts, the verification was not carried out using my data. I was not provided with any evidence for these words (exploit, fake data, multi-accounts). The account was blocked and they refused to return even the deposit.

Dear arnoldsamoylov7,

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. Could you please advise when exactly you created your account? Have you accumulated your winnings with or without an active bonus?

Additionally, 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

Hello! No, I don't have active bonuses. 4 months ago

Thank you very much for your reply, arnoldsamoylov7. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear arnoldsamoylov7,

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.