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my account has been frozen for about 70 days now whenever i ask the casino they tell me that i just have to wait.

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Dear mmlouis,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was frozen?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

1.No I was asked to submit document and was given a vague widow for processing.

2.About 4/5 months and my account has been frozen for over 2 months now

3.sports

4.No

Thank you for providing more details.

Could you please let me know which documents you have already provided and when exactly you sent the last one?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

Thank you for your assistance.

I have sent the email

I have received your email. Based on the email sent by the casino, I understand that your account had been frozen and was going through KYC (Know Your Customer) verification.

• Please let me know which documents you have already provided for KYC verification and when exactly you sent the last one.
• Were you able to do the Zoom video call?
• Please forward all relevant communication related to your KYC verification to jean.s@casino.guru or post screenshots here.

Thank you in advance for your reply.

Dear mmlouis,

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.

I have sent the email with no reply from your side

Thank you for your response, mmlouis.

If your account was blocked after verifying your account and placing only sports bets, it is probable that the casino identified certain sports betting activities that led to this decision. Unfortunately, due to our limited expertise and insight into this particular aspect of online gambling, we are unable to accurately interpret the casino’s investigation or its rationale, which hinders our ability to evaluate this situation fairly. Therefore, we must proceed to close this complaint. Please understand that this does not imply we deem your complaint unjustified; rather, we simply cannot assess it effectively.

For further assistance, here are some websites that may be of help:

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

I recognize how frustrating this situation must be for you, and I sincerely apologize that we are unable to provide a resolution. Please do not hesitate to reach out to us in the future should you experience any issues related to casino gaming; we will do our utmost to assist you.

Best regards,

Jean