Decode Casino - Player's account has been closed.

Hello dear GURU community. DecodeCasino again. I verified the account, withdrew my winnings from the promotional amount of $200, then played, cool casino, made deposits (over $200), and once again I made a deposit, lost the amount and decided to activate the promotional code DE25CODE. I played back the wager again and set a withdrawal amount of $500 (mco promocode). And after 2 days I receive a letter that they decided to block my account. What is this called anyway?

Dear MarkizQQUa,

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. 

• Have you emailed the casino as the live chat suggested to inquire about the account block?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello dear Dominika. I dont have over 1 account and dont reg multiaccount. I switched vpn in order to play my favorite Zeus vs Hades slot, but I also did this before withdrawing $200 and there were no questions or warnings about using vpn. the same in this situation, after long deposits, I won back my money in this slot, and already received a block in the amount of $500. they just don’t want to withdraw this money because I’m lucky and won so easily in their opinion. I upload all screen here, thank you dear for help, please get judgement

Dear, i sended in your email screens , but i dont upload in this site, sorry)) check email please🤗

Surprisingly, they said that the documents were fake. How did I get verified initially? Can I upload my documents to you and can you tell me if this is a craft or an original? well this is nonsense

Dear MarkizQQUa, could you forward the communication with the casino about the fake documents?

Please send the documents you provided to the casino to my email at dominika.l@casino.guru.

Hi, Dominika. Yeah sure, no problem, I'll e-mail it to you right now. My original photos are in .png format, I only converted them to .jpeg format. I will send all formats to you, dear. I converted the photos to another format, because I could not send them in that format, .png was not accepted.

And about forged documents they gave a response to the LCB community, where I also asked for help, but I think you will be more professional in this case and better, so I already communicate with you more than there. I attach here a screenshot of the casino's response about the forgery, and to you, dear, I send my documents that have been verified. Also I will write you my SSN, it may be useful. Thank you, in this case

The case has also been abandoned, as I understand it?! There is no point...

Thank you very much, MarkizQQUa, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you Dominika for your hope. I'm waiting for Natalia 🤗

Dear, please tell me at what stage is all this happening with us?! Is there a chance that they will pay out my winnings, Natalia, don't be silent, I beg you☹️🙄

Hi MarkizQQUa,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Decode Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? You have blocked the player's account based on the forged documentation, can you please provide any supporting evidence for these accusations? Please send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Natalia, we will wait for a response from them, as long as I waited for my verification, they promised 3-5 days, in the end 15 days 🤭🫤

Natalya Good day to you, dear!🤗 The casino hasn’t contacted us??? Or did you receive an email that you asked them for? What are the forecasts for the case???

Dear MarkizQQUa, we are waiting for the casino to reply. I hope we'll hear from them soon.

Please, be informed, that we normally set an initial timer for 7 days, and if there's no reply, we extend the timer for another week. Hopefully, the casino will react to your complaint in the set time frame.

Hi Natalia,

thank you for being so patient. I have just sent you an email as requested.

Dear Decode Casino, thank you for the information you provided.

Dear MarkizQQUa, we have received more information from the casino and it turns out that you have sent us photographs that are different from what you have sent to the casino. Can you explain why your selfies are different though it is supposed to be the same photograph?

After evaluating the Citibank statement you provided, another question was raised. The bank statement contains the following phrase: "CGTs will be discontinued on Apr 23, 2022, for transfers..." Do you have an explanation for this sentence to be in a future tense if you claim your bank statement is the recent one from August 2024?

Dear MarkizQQUa,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.