Latam777 Casino - Player’s account has been closed.

I made a deposit, bought a bonus, and then played regular spins. I won a prize of $2,700,000 in Chilean pesos. I couldn't withdraw my funds; they disabled my account and blocked me from everywhere without providing a solution. I have screenshots as proof. Now, I can't even access the website.

Casino ID: 3377699729591201

One of the reasons they gave me was that I had multiple accounts when that's not the case, I only have one, and then they said I had made malicious plays when I recharged with my own money from my bank and bought a bonus, but if that's malicious play or fraud, they shouldn't give the option to buy those bonuses.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LATAM777 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?
• 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

I can't tell you the time because I don't remember and I can no longer see that information; they blocked my account the same day I made the withdrawals, that was on February 28th.

I found out they disabled my account because I couldn't continue playing and the money that was being withdrawn went back to the casino account. It wouldn't let me access any games, and then my information disappeared. The session closed and I couldn't log back in "because my account was disabled."

The games I played were Sugar Rush 1000 where I bought a bonus and then Cash Mania with normal plays (it gave me the bonus) for both slots. I'll send you the screenshots I have to your email. I only managed to get screenshots of not the entire conversation with the second agent because they kept deleting the chats and blocking me.

Thanks for your reply in the thread and via email.

• Did the live chat support check the status of your account and clarify what the reasons for account closure were, instead of just guessing the reason?

Please let me know.

That was the response they gave me, and they gave it to everyone who asked and complained on my behalf. However, I don't have proof of that, since they deleted the messages immediately and blocked me. I couldn't take screenshots. I sent you all the screenshots I managed to get from a support girl to your email, and the live chat just sent me directly to the Telegram group where these two people spoke to me and then blocked me. I can't access anything anymore. I contacted them through Instagram and WhatsApp too, and they blocked me there as well. I have no way to communicate with them. I appreciate your help and hope you can help me resolve this.

Dear pamme.ma,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you pamme.ma for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Latam777 Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hello, one of the reasons they gave me is that I had multiple accounts when that's not the case, I only have one, and then they said I had malicious plays when I recharged with my own money from my bank and bought a bonus, but if that's malicious play or fraud, they shouldn't give the option to buy those bonuses.

After that, I haven't received any response from them because they have blocked me.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter