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This particular company suddenly closed my account while I was playing normally, I had money in withdrawal, and suddenly I went to log into my account and it said it was under review and they told me in customer service that the company had closed, while I saw that they still had registrations open.

Η συγκεκριμένη εταιρία ξαφνικά έκλεισε τον λογαριασμό μου ενώ έπαιζα κανονικά είχα λεφτά μέσα σε ανάληψη και ξαφνικά πήγα να μπω στον λογαριασμό μου βγάζει ότι είναι σε υπό εξέταση και μου είπαν στην εξυπηρέτηση ότι έχει κλείσει η εταιρία ενώ βλέπω ότι έχουν ακόμα ανοιχτές τις εγγραφές.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you've encountered. To better understand your situation and assist you effectively, could you please provide us with more information by answering the following questions:

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Has the customer support specified the nature of the review? Will you receive your balance, or will it be confiscated?

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

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I haven't gone through verification because it said in my account that it's not necessary.

I made a withdrawal for the first time.

I was playing slots.

Their customer service told me that the company suddenly closed overnight without informing anyone and that they would refund my money, but I just logged into their site and it's working fine, even though they told me that their casino was closed.

Δεν εχω περασει απο επιβαιβεωση γιατι ελεγε μεσα σρον λογαριααμο μου οτι δεν χρειαζεται

εκανα πρωτη φορα αναληψη

επαιζα κουλοχεριδες

η εξυπηρετηση τους μου ειπε οτι η εταιρια εκλεισε ετσι ξαφνικα μεσα σε ενα βραδυ χωρις να ενυμερωσουν κανεναν και οτι τα λεφτα μου θα μου τα καταθεσουν αλλα μπηκα τωρα στο σαιτ τους και λειτουργει κανονικα αν και εμενα μου ειπαν οτι το καζινο τους εκλεισε

Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru.

The company has permanently closed, they told me, but they deposited my money.

Η εταιρία έκλεισε οριστικά μου είπαν αλλά τα λεφτά μου τα καταθέσανε

Am I correct in understanding that you have received your entire balance from this casino? If that is the case, please let me know if we may consider this complaint resolved, or if there is anything else we can assist you with. Thank you for your cooperation.

Yes, I have paid the full amount.

Ναι έχω κάνει όλο το ποσό

Dear Masia19,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru