Ile de Casino - Player’s account has been permanently closed.

Good morning

The casino asked me for verification

I sent everything

Then they announced a permanent closure, with no appeal and no possibility of getting my money back.

I deposited 1700, lost 200, and they blocked 1500; it wasn't even a profit.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ile de Casino.

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?
• 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?
• Have you made a single deposit, or have you made multiple deposits to the casino? Which payment method did you use for deposits?
• Could you please share with me your communication with the casino regarding the closure of your account and the verification requirements? 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

Dear Sami.h,

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.

Good morning

I've been a customer since 2022. The money that's blocked isn't from winnings or bonuses. I deposited 1700, played, and lost 200.

They asked for my bank statement, which I sent, then my account was blocked and I haven't received a response since.

The money came from a bank card deposit and I made no profit; all the remaining funds came from the deposit.

Thanks for your reply.

Could you also please share with me your most recent communication with the casino regarding the closure of your account and the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Sami.h,

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,
Tomas
Casino.Guru