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Dear kamrulksst,

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

To help me better understand your case, could you please answer the following questions?

• Is your account completely blocked, meaning you can no longer access it, or can you still log in but are unable to withdraw your funds?
• If you cannot access your account, how long has it been blocked?
• Did the casino ever communicate the reason why your account was blocked or your funds were withheld? If so, please share their response or send any relevant emails or chat transcripts to karla.m@casino.guru, or attach screenshots here.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear kamrulksst,

Thank you very much for your reply and for sending the documents.

I would just like to clarify two additional points:

• Are you currently able to log in to your casino account, or is your account completely inaccessible?
• Did the casino ever provide you with a specific reason why your account was frozen or why your funds have been withheld, other than asking you to wait?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

1, Are you currently able to log in to your casino account, or is your account completely inaccessible?

ANSWER: i cannot access in my account right now

2.Did the casino ever provide you with a specific reason why your account was frozen or why your funds have been withheld, other than asking you to wait?

answer:  no other any reason provide . they every time they just gave same answer wait 7 days. 7 days later later they will my account will reopen . gave same answer last 1 years.

Dear kamrulksst,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello kamrulksst,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

lot of days i m waiting lot of proof document i sent if dont contact with them so why collected lot of documents form me? what is benefit? still, they no reopen my account just told need 7 days. tell if no have contact ay way them so why spend my time & why collected my lot of documents ?

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 kamrulksst,

I understand that this situation has been very frustrating for you, especially after such a long wait.

Unfortunately, despite my attempts to contact the casino and give them an opportunity to respond to your complaint, I have not received any cooperation from their side. Without their response, there is unfortunately very little more I can do as a mediator.

I will therefore mark the complaint as "unresolved" in our system. I understand this is not a satisfactory outcome, but the unresolved status will negatively affect the casino’s rating and may encourage them to cooperate in the future.

If the casino decides to respond at a later stage, we can reopen the complaint and continue the mediation, and you will be notified by email.

I’m sorry we could not do more to resolve this for you.

Best regards,

Barbora

Casino Guru