The player from Portugal reported that her account had been deactivated unexpectedly when she had a pending withdrawal of 61€. She was unable to access her account due to errors and had not received any information or responses to her emails regarding the deactivation. The Complaints Team had attempted to assist by requesting further communication and documentation from her, but due to a lack of response, the complaint was closed for the moment. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Oscarspin Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €61
Oscarspin Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
The casino deactivated my account out of the blue when I had 61€ to withdraw after making a deposit. I was never able to check my account because it always gave me an error and they deactivated my account and didn't give me any information or answer my emails. The account that was deactivated was the one with the email address
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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8 months ago
TranslationI made a deposit of €11.34 using the binance method. I played several games and accumulated €61.45 from those plays. I didn't get any bonuses.
Then I went to verify my account and it gave me an error and I tried several times to contact support and live chat and all I was told was that they would forward my problem to the department responsible.
The next day I can't log into my account because the casino has deactivated it, and I had my money in it and now I can't get it back.
Below is all the proof of deposit, winnings generated and the inability to log into my account.
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8 months ago
Hello,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots from your previous reply. The pictures are very blurry and hard to read.
Please notify us via this thread once the email has been sent.
Looking forward to your reply.
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
Dear maraoliveira8987,
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.
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7 months ago
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,
Katarina
Casino.Guru
