The player from Berlin requested a withdrawal and submitted KYC documents; however, his account was subsequently closed, and he no longer has access. Despite his attempts to communicate via email, he is not receiving any responses.
HollyWin Casino - Player’s account has been closed.
Opened
Current status
Waiting for player to reply
0d 14h 33m 56s
HollyWin Casino
Safety Index:Below averageCase summary
Discussion
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1 week ago
Translation
I requested a withdrawal from the casino and submitted all the necessary KYC documents. Then my account was closed and I no longer have access. My emails are not being answered.
Automatic translation:
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Public
1 week ago
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.
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1 week ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When exactly did you submit a withdrawal request from this casino?
- Have you made any successful withdrawals from this casino before?
- Which documents have you sent to the casino for the KYC verification? Have any of your documents been approved?
- What types of games did you play to accumulate your winnings?
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
