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I made a withdrawal request for €500 on 10.04.1026 and another for €500 on 11.04.2026. Today, on 13.04.2026, when I try to log in to my casino account, it says that the account has been closed at my request. I never asked for the account to be closed. I have no access to the account nor have I received my money.

Do um pedido de levantamento de 500€ no dia 10.04.1026 e outro de 500€ no dia 11.04.2026. Hoje, no dia 13.04.2026 ao tentar entrar na minha conta de casino diz que a conta foi encerrada por meu pedido. Nunca pedi para encerrarem a conta. Não tenho acesso á conta nem recebi o meu dinheiro.

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Dear PauloSilva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please note that in some cases, accounts may be temporarily blocked while a withdrawal request and related verification checks are being processed. In such situations, we usually advise players to remain patient and allow the verification process to be completed.

To better understand your situation and assist you effectively, could you please provide more details on the following:

• Which types of games did you mainly play (slots, live casino, sports betting, etc.)?
• Had you completed the verification process before you lost access to your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PauloSilva,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra