AztecParadise Casino - Player's account has been closed.

I didn’t do anything wrong, but when I requested a withdrawal, I was asked to resubmit documents I had already provided. After submitting them again, my account was locked and I’m not getting any response.

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Dear tak123,

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 which games you focused on - slots, live casino, sports betting, etc.?
• What specific verification documents were you asked to resubmit, and when did you initially provide them?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

Dear tak123,

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.

I mainly played the live casino game "Heads & Tails."

I’m not sure exactly which documents I was asked to resubmit, but I believe they were identification documents such as an ID card.

Thank you for your reply and for providing the previous details, tak123.

• When exactly did your account get locked after you resubmitted the documents?
• Did you encounter any error messages or issues when trying to withdraw your funds?
• Have you received any communication from the casino after your account was locked? If so, could you share the details?
• Could you provide any additional communication you had with the casino? 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.

Dear tak123,

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,
Petra
Casino.Guru