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They simply closed my account without providing any information and are no longer responding to my emails.

Haben einfach mein Konto geschlossen ohne irgendwelche Angaben und antworten nicht mehr auf meine Emails.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.
• When exactly was your account closed, and when was the last time the casino communicated with you regarding the closure?

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

I had already completed KYC. I played without a bonus. They last contacted me two weeks ago, and haven't written anything since.

KYC hatte ich davor gemacht. Ich habe ohne Bonus gespielt. Das letzte mal haben sie mich vor 2 Wochen kontaktiert, danach haben sie gar nichts mehr geschrieben

Please forward me the email you received from the casino confirming the closure of your account at veronika.f@casino.guru. Kindly include any other communication that may be relevant to the investigation of your case as well.

Additionally, please specify which types of games you played shortly before your account was closed. Thank you for your cooperation.

I've done it.

Habe ich erledigt

Please specify which types of games you played shortly before your account was closed. Thank you for your cooperation.