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My account was blocked alleged gaming problem, I was misunderstood during live chat. I am accused that I paid 9000 euros and cut it off. I asked for a bonus after which I won 9000 euros of about 200 euros and unfortunately gambled away over the weekend, although I asked them several times that they would process the payout. Because I'm a very impatient person by nature. Since the lady understood (only in English support) that I have paid 9000 euros and have gambled away I have a gambling problem and who simply blocked my account while I did not play for more than 1 year.

Several emails were written and the same answer kept getting closed. Without checking my reason or my justification or whatever. I actually like this casino, but since the only support is English it has become bad. I would like to keep my account and they don't even react if I tell them to check that it was a loss from a profit and not from my own pocket.

I need some help

Mein Konto wurde gesperrt angebliches spielproblem, mich wurde beim live Chat falsch verstanden . Mir wird vorgeworfen das ich 9000 Euro eingezahlt habe und das weg gehauen habe . Dabei habe ich nach einem Bonus gefragt nach dem ich dort von ca 200 Euro 9000 Euro gewonnen habe und über das wochende leider verspielt habe , obwohl ich mehrmals drum gebeten habe das die die Auszahlung bearbeiten würden. Da ich von Natur aus ein sehr ungeduldiger Mensch bin . Da die Dame verstand ( nur in englisch support ) das ich 9000 Euro eingezahlt habe und verspielt habe ich ein spielproblem habe und die einfach mein Konto gesperrt habe dabei habe ich mehr wie 1 Jahr nicht gespielt.

Mehrere emails geschrieben und immer wieder die gleiche Antwort das es geschlossen bleibt . Ohne mein Grund bzw meine Rechtfertigung mal zu kontrollieren oder sonst was . Ich mag dieses casino eigentlich gerne aber seitdem da nur noch englisch support ist ist es schlecht geworden. Ich möchte mein Konto gerne behalten und die Reagieren gar nicht darauf selbst wenn ich sage sie sollen es kontrollieren das es ein Verlust aus einem Gewinn war und nicht aus meiner eigenen Tasche .

Brauche da etwas Hilfe

Dear Yvonne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if you have ever requested account closure in this or any sister casino? Did you have a chance to request a transcript from the live chat? Are there any funds being held by the casino or the entire balance has been played?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Thank you very much, Yvonne, for forwarding all the relevant communication. Do I understand correctly that the active balance was zero at the time of the account suspension? I’m afraid, if there are no funds being held by the casino, we don’t stand a genuine chance to have your account reopened. I fully understand your frustration but please remember that casinos have the right to close players’ accounts, especially if they suspect gambling problems. It is dictated by Licensing Authorities and not solely casinos’ decision. Dedicated teams are monitoring player’s behaviour and if they recognize a pattern or a sign of compulsive play, they have a full right to stop this player from further action.

I hope this explanation was satisfactory. Please let me know if there’s anything else we could try to help you with but in the meantime, please accept that we don’t have the power or authority to force a casino to reopen your account. Thank you very much in advance for your understanding and reply.

Dear Yvonne,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.