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I requested a withdrawal of CAD 4,000. After my documents were verified, I discovered the next day that my account had been deactivated without explanation. I inquired via live chat, but they didn't provide any information as to why my account had been deactivated.

Ich habe eine Auszahlung über 4000 CAD beantragt. Nachdem meine Dokumente verifiziert wurden, musste ich am nächsten Tag feststellen, dass mein Account ohne Begründung deaktiviert wurde. Ich habe im live Chat nachgefragt und dort liegen keine Informationen vor, weshalb mein Konto deaktiviert wurde.

Dear Skorp,

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

• When exactly did you request the withdrawal?
• What were the reasons provided by the casino for your account deactivation, if any?
• Have you received any email or notification from the casino regarding the deactivation?
• Were there any pending bonuses or promotions on your account at the time of deactivation?
• What types of games did you play?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Skorp,

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.