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Suddenly casino closed my account. I cannot get straight answer why. I cannot withdrawl my funds out.

Dear jukkakultalahti84,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

Is this the paragraph that has been used to justify your account termination?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear jukkakultalahti84,

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.

Hi.

I created my account the same day this all happened. the other documents of my account were accepted except for my address, which they inquired about via email. I uploaded the document to their website. shortly after that my account was closed. I played slot machine games. I had no bonuses in any of the three deposits I made. apparently they were referring paragraph you attached.

Thank you very much, jukkakultalahti84, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi jukkakultalahti84,

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 Party 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?

Looking forward to hearing from you!

Best regards,

Tomas

I got an email from casino and they said they won't answer here

Dear jukkakultalahti84,

I contacted the casino via email and asked them to participate in the resolution of this complaint internally.

I will let you know if there is anything to be achieved.

Kind regards,

Tomas

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 jukkakultalahti84,

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. 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 might 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.

In the meantime, I recommend you contact eCogra – an alternative dispute resolution service (https://www.ecogra.org/srs/dispute.php) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the MGA Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know how the ADR responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas