Decode Casino - Player's account has been closed after winnings.

This casino is another scammer I deposit 100$ last night and I told the agent don’t put any bonus on my deposit they still add it even I told them not to so I was arguing to them to remove that bonus because I never play my money with restrictions from casino I ain’t playing with bonus I have my own money to play with. No matter I explain to this people that I was never add bonus they did not lessen what I was saying they ignored what ever I said so they don’t wanna take it off that stupid bonus they add on my deposit. So I continue playing my money until I the morning around 10am out of knower my game stopped and my account got log out I have 2000$ on my account for the last winnings spin I have then I tried to lug back in I can’t access my account then they emailed me saying I did not pass whatever they said. But how come they did not told that when my account was less than 1000$ not after I have winnings and done paying the wagers of the bonus they add on my deposit!! Why so much online casino does not paying winnings this fraud and identity theft stilling money from players who have not paid for their winnings

Dear Robert08,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you sent any identity documents to the casino for verification?

Have you made any successful withdrawals from this casino before?

Do I understand correctly that your gameplay was abruptly canceled and you got logged out of your casino profile?

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

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

I haven’t submitted my documents I was new to that online casino but all my information is accurate and correct. I never withdraw money or winnings from that casino it’s my first day I was there probably 10hrs from the time I open my account until they closed it.. how could they restricted me when I have winnings they should done it when I try to talk them about the bonus they add on my account.

I ask for assistance on how to make deposit and the agent did help me to make my first deposit and I have told the agent from that casino when I ask for assistance that I don’t want any bonus I don’t like them I told them like that before my first deposit was made. I was arguing that I have told the agent how come they add the bonus I clearly informed them about the bonus I don’t want them I have my own money I never put restrictions on my own money where ever I played.i was arguing for more

than 2hrs from that bonus they add it on until I give up and just went back playing because no matter how I explained to them I never use any bonus on my deposit or anywhere else it doesn’t matter they wont remove it but they have written T&c it say contact them in any issue about the bonus and they will remove what ever issue that’s what they did when I told them about it they close the chat box for several times then the other agent I spoke to told me I have to wager on top the the money I deposit they told me to keep playing and I told them I rather make a complaint against them than playing my money with restrictions I told them I would report them and get my deposit back they told me they don’t advise that so I told them to air the bonus out then she did not do anything then close the chat box they did that that several times and the other agent told me after she read my previous message to the agent who help me about my deposit that I was informed to remove the bonus on my side which is I don’t know how can I do that and I did not see that message because the agent close that chat box

when my account had $1800 that’s the time I got kicked out nd can’t access m account but it was less they don’t say anything

Thank you for the detailed explanation of your issue. If you have further communication with the casino regarding the bonus you did not want to receive, and any other evidence that may be relevant to the investigation of your case, please forward it to me at veronika.l@casino.guru. Your cooperation is greatly appreciated.

What documents are you referring to determined this casino was another casino won’t pay except collecting identity of players and their winnings does not paid instead they make up reason for them to keep all the winning money for them self.this casino is laid every single word that comes from them and why would I put restrictions on my money for what reason? Can you tell me your reason then if you have any idea why would I do that for if I can deposit more that the bonus amount

Thank you very much, Robert08, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Robert08,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Decode Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Decode Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, thank you for your patience while we investigate. We aim to reply as soon as we can. Thank you.

Dear Decode Casino,

I’m writing to inquire about any updates regarding the ongoing investigation. I believe it shouldn’t be a difficult task to access the casino's CRM, locate the player, and determine the reason behind the suspension of his account.

Your prompt assistance in resolving this matter would be greatly appreciated.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Decode Casino,

Thank you for your email regarding this issue. I have sent my response with some additional inquiries and would appreciate your prompt reply.

Thank you for your attention to this matter.