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I had an account with pyramid spins casino. I had a conversation about closing it due to an issue I had with what I thought was a sister site. I was told that the other casino was not connected with it so said OK I will keep it open. I deposited €75 and then they closed my account. I have contacted then and was told that I need to wait for them to reopen the account. I have been waiting 2 weeks. No one will help me on the live chat or email. When I am on live chat I am told that I have to wait for an unspecified amount of time for the tech team to re open the account. I ask for them to be spoken to but the live chat say they have no way of communicating with the tech team. I have the €75 balance in there, they will not return my money and say it is waiting for me in my account. I don't see this ever being opened please help.

Dear Chris,

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 have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

Have you been informed about any additional personal documents needed for your account to be reactivated?

If there’s any relevant communication, please forward it along with the exact URL of the casino website to petronela.k@casino.guru.

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

Hi been with them for a couple of months. Completely verified. Played Slots. No other issues, just got closed due to a the live chat person getting trigger happy.

Thank you, Chris, for your reply. Could you please forward the exact link/URL of the casino website?

https://pyramidspin2.com/en

Thank you very much, Chris, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Chris,

I looked at your complaint and will do my best to help you. I would like to invite Pyramid Spins Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Thank you for your help they have re opened my account.

Dear Chris,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru