The player from Spain faces issues with his account after initial verification attempts failed, leading to account blocking despite playing and winning with his own funds. He is stuck in a loop of being referred between chat and email support without receiving assistance.
DAZN Bet - Player’s account is closed following deposit issues.
Opened
Current status
Waiting for Casino Guru to reply
6d 2h 45m 39s
DAZN Bet
Safety Index:HighCase summary
Discussion
Public
Public
2 days ago
Translation
I registered at this casino, deposited money, and clicked instant verification. Although it didn't verify my account, I played and won. I tried to verify again, and they blocked my account. I won the money with my own funds, without any bonus. They've already asked for a bank statement to process the transfer, and now they say I need to verify. They sent me a link that only lasts 45 minutes and says that if the time expires, I should contact their chat support. I contacted them, and the chat support kept sending me to their email, and the email support kept sending me back to the chat support, and now they're not even responding.
Automatic translation:
Public
Public
yesterday
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DAZN Bet.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Have you provided any documents to the casino for verification, such as the bank statement the casino requested?
- Are there any obstacles to providing the documents the casino requested?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
