The player from Russia has a blocked account despite completing the necessary passport and selfie verification processes. He is seeking clarification on the reason for the account blockage.
Mellstroy Casino - Player's account is closed without reason.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 47m 42s
Mellstroy Casino
Safety Index 7.6 Above averageCase summary
Discussion
Sensitive attachment
Sensitive attachment
14 hours ago
Blocked account without reason. Even though passport and selfie verification had been completed.
Public
Public
30 minutes 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.
Public
Public
30 minutes ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you had $400 (dispute value) in your casino account before you lost access to it?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
