Memocasino - Player's account has been suspended.

I won over £100+ on there slots. I went to withdraw but it said some was bonus cash. So I cancelled the bonus and it dropped my money down to £64 real cash. So I went to withdraw that but couldn't because minimum withdrawal was £100 so I went back on slots I got up to £1400. A couple of spins after getting up to £1400 it said congratulations and put my money back down to £104 for some reason. So went into chat and complained about what happened. Whilst in chat they suspended my account and didn't want to pay out. I was playing with real cash. I want this resolved

Dear carlmurray694,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please answer the following questions:

• What was the specific bonus that you cancelled, and were there any terms associated with it?
• Do you have any screenshots or documentation from your chat with customer support?
• What reason, if any, did the customer support team provide when they suspended your account?
• Please request the casino to send you the entire gaming history in Excel format from the moment you activated the bonus, won, then canceled the bonus, and proceeded to win £1400 real cash. Once you receive it, please forward it to me at [email protected].

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I cancelled the bonus money because i went to withdraw first time and said cant withdraw bonus funds. So i cancelled it and my money went down to £64 real cash from over £100+. I don't have any screenshot of chat because this was a year ago. I've been chasing this up for a year. They didn't give me a reason for closing account.

Iv emailed them for entire gaming history. What if they don't send it.

Iv messaged them they said they've sent you a copy. I've asked them to send it me but no reply

I've been asking Memo Casino to send me entire gaming history they said they sent it you earlier. I've asked them to send it me directly because I wanna go through it. Looks like there not sending it to me so can you send it me please

I'm asking for the entire gaming history. They told me just to log on my account know full well they've suspended it. They just trying to delay giving it me

They're not sending me the Gaming history

I apologize, carlmurray694, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over six months ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika