Apostaonline Casino - Player's account is closed without reason.

My account is suspended but I haven't done anything, I've just deposited it and left it there.

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Dear Leticiasouza221,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing. Please allow me to ask a few questions so I can fully understand the situation:

• When was your account suspended?
• Could you please confirm whether you attempted to play any games during this time?
• Had you completed any of the verification steps before losing access to your account?

Your cooperation in providing these details will help us investigate the matter and work towards a resolution.

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

Best regards,

Petra

i don't know exactly when my account was suspended, i didn't try to play any games i just deposited and left the money there when i went to check my account was blocked

Thank you for your reply and for providing the previous details, Leticiasouza221.

• What specific deposit methods did you use?
• Did you encounter any errors or issues during the deposit process?
• Have you received any communication from the casino regarding the suspension? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I used pix to deposit, I didn't encounter any problems during the deposit process, I didn't receive any communication from them, they just blocked the account without justification, it was fully verified.

Dear Leticiasouza221

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Leticiasouza221,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Apostaonline Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Apostaonline Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Leticiasouza221,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru