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My account just got banned for no reason. I had previously made a deposit of €200 with a bonus. To date I have not received a reason for my ban or my money back.

Mein Account wurde einfach ohne Grund gesperrt. Ich hatte vorher noch eine Einzahlung von 200€ mit Bonus getätigt. Bis heute habe ich keinen Grund für meine Sperre erhalten oder mein Geld zurück erhalten.

Dear actus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Could you please advise if there are any funds being held by the casino? Do I understand correctly that you had €200 in your account when the casino blocked you?

Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I had deposited €200 with a bonus. Wanted to play the next day. But this didn't work anymore because I was blocked directly from all the casinos. To date I have not received my money back.

Hallo,

ich hatte eingezahlt 200€ mit einem Bonus. Wollte am nächsten Tag spielen. Aber dieses ging nicht mehr da man mich ja in allen Casinos von denen direkt gesperrt hat. Bis heute habe ich mein Geld aber nicht wieder zurück bekommen.

Thank you for your reply, actus. I understand. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear actus,

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.