The player from Brazil has his account disabled with winnings still on balance and his withdrawal canceled. Despite providing requested documents for verification, he received no prior warning about the closure and was informed by support that the account is closed due to a management decision, with no possibility for review.
Dbosses Casino - Player’s account has been closed without reason.
Amount: €741
Dbosses Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
0d 11h 28m 12s
Case summary
1 week ago
Public
Public
1 week ago
Casino disabled my account with my winning on balance. My withdrawal is canceled and as I got from support they will not pay amount. I was in the process of verification. I provided all requested documents and suddenly found out that my account was disabled, I couldn't log in my profile. I still didn't get any email from casino warning me about account closure. I chatted with support and got information from them that account is closed due to a management decision, my remaining funds or pending withdrawals have been canceled, the case has been closed and cannot be reviewed. They don't give exact reason of closure. I saved screenshots from chat, please find them in attachment.
Public
Public
1 week ago
Dear adilsonmodesto315,
Thank you very much for submitting your complaint.
I’m sorry to hear about the unexpected account closure and the cancellation of your withdrawal. To better understand your case and assist you effectively, could you please provide some additional information?
- Could you clarify if you had previously withdrawn any winnings from this casino before this incident?
- What types of games did you primarily play on the platform? For example, were your activities mostly on slots, live casino games, sports betting, or a combination?
- Were you notified at any point during the verification process that there were issues with your documents or account? Additionally, was any specific reason for the account closure provided to you, either in writing or in communication with support?
If you have any other relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with the case and advocate on your behalf. Without these details, it will be difficult for us to move forward, so we greatly appreciate your assistance in clarifying this information.
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,
Petronela
adilsonmodesto315 has 0d 11h 28m 12s to reply
