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My account was frozen for no reason and the betting site asked me to submit documents and do i skype call. I submitted the documents and they told me they had verified it. Later they sent another mail saying it will fake 60days for them to complete the verification. I am totally confused why it takes so long to verify an account

Dear umehugonna,

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

Allow me to ask you a few questions so I better understand the situation.

Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus? How did the casino inform you about the blocking of your account?

Thank you in advance for your reply.

Best regards,

Tomas

It was basically sports betting. I don’t understand what you mean by accumulated with a sports bonus. They just sent me a mail that they blocked my account for security checks and i am a bit confused because I only had the account for about 14days

Thanks for your reply.

Let me rephrase my question: Have you claimed a bonus? Were your winnings from a bonus?

If there is any communication between you and the casino, please forward it to my email at tomas@casino.guru

Also, please understand our forum deals with complaints about online casinos only. I understand you are in a difficult situation, but unfortunately, we do not have enough insight to take on issues related to sports betting.

If it becomes clear your issue is related to your sports-betting activity, we will be forced to reject your complaint.

I'll await your reply.

Dear umehugonna,

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.