The player from Ireland had requested account closure after depositing 300 euros but had accepted a bonus to keep it open following a small win. Despite fulfilling the bonus terms, the casino had closed his account, preventing him from accessing his winnings. The issue was investigated and resolved with the player's cooperation. The complaint was marked as resolved after the player confirmed the satisfactory outcome. The Complaints Team remained available for any future assistance.
Safe Casino - Player’s account has been closed after a bonus.
Resolved
Our verdict
Case closed
Amount: €300
Safe Casino
Safety Index 7.0 Above averageCase summary
Discussion
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3 months ago
i opened an account here and deposited around 300 euro, barely had any win so asked them to close my account as im not winning. They offered my a bonus or free spins to keep it open so i accepted. i then had a little win and fulfiled the bonus terms. They then went ahead and closed my account after my little win. Surprise surprise! i accepted the bonus to keep my account open! i cant get my money now!
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3 months ago
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What was the real-money balance in your account at the time of the closure?
- Have you received any emails from the casino regarding the closure of your account? If so, kindly forward them to me at veronika.f@casino.guru.
- Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?
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
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear delc22,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
