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My account was suspended because I won too much money and bet high.

Konto wurde gesperrt weil ich zu viel Geld gewonnen habe und hoch gespielt habe

Dear Sawan_afg_Style,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Love Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Dear Sawan_afg_Style,

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.

The complaint will be now reopened based on the player's request:

„Hello,

Sorry, I was on vacation and just read the email today. I opened an account normally and deposited 500 euros. lost the money Then I paid in 50 euros and made a whopping 3500 euros. Played at high stakes for 1 week. Then I pressed 800 euros on payout. My account was blocked the next day. No one replies to emails and support chat rejects and just closes the chat.

thank you and ask for your help"

Dear Sawan_afg_Style,

Could you please advise if you did play with bonus or real money only? How high bets were you making?

Hello, only with bonus money, unfortunately no winnings. My account balance was at zero. Then paid in again without any bonus money and made well over 3000 euros.

Lost stake 500 euros with bonus money. Bet 50 euros without bonus money, won over 3000 euros. Stakes 1-5 euros per spin

Hallo, erst mit bonusgeld, leider kein Gewinn. Mein Kontostand war auf null. Dann nochmal einbezahlt ohne bonusgeld und damit weit über 3000 Euro gemacht.

Einsatz 500 Euro mit bonusgeld verloren. Einsatz 50 Euro ohne bonusgeld, über 3000 Euro gewonnen. Einsätze 1-5 Euro je Dreh

Hello Sawan_afg_Style,

Could you please forward the link or a screenshot of the bonus you used?

Please keep in mind that most of casino bonuses has maximum bet limit and once you breach it by betting over this limit, they have the right to void any winnings generated from it.

Hello,

Everything went smoothly. I can't get in anymore because the account is blocked for no reason. And no one responds to the emails.

Hallo,

Es ist alles regulär gelaufen. Ich komme nicht mehr rein weil Account ist gesperrt ohne Grund. Und keiner antwortet auf die Mails.

Hello Sawan_afg_Style,

How much was your balance when your account got closed? Is there actually any evidence which would support your complaint against the casino?

Hello, about 3500 euros.

Since the account was blocked without feedback, I wasn't able to take screenshots.

Hallo, ca. 3500 Euro.

Da das Konto ohne Rückmeldung gesperrt wurde hab ich keine Screenshots machen können.

Thank you Sawan_afg_Style for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Sawan_afg_Style,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Love Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello,

There is no reason for the account to be blocked and no reasons were given. Simply blocked without providing any information and that is fraud. Before I have to file a police report, I wanted to clarify this out of court

Hallo,

es gibt kein Grund für eine Sperrung des Accounts und es wurden auch keine Gründe genannt. Einfach gesperrt ohne eine Information mitzuteilen und das ist Betrug. Bevor ich eine Anzeige bei der Polizei erstatten muss wollte ich dies außergerichtlich klären

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 Sawan_afg_Style,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas