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They blocked my account with money inside from one moment to the next. I was always reloading it, and it seems extremely unfair that they blocked it without any reason.

Me bloquearon la cuenta con dinero dentro de un momento a otro, siempre la recargaba me parece súper injusto que la bloqueen sin ningún motivo

Dear Vanedenis,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

I double checked the account everything was fine But I withdrew some winnings and after a few hours I could no longer enter my ID 9*******, I only played casino games, nothing to do with sports

Verifique dos veces la cuenta todo estába bien Pero retire unas ganancias y al pasar unas horas ya no podía ingresar mi ID 9*******, solo jugué juegos del casino, nada d deporte

Dear Vanedenis, could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you contacted the casino to find out why you're unable to access your account?

Kindly share your communication with the casino. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear Vanedenis,

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.