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I tried to withdraw last night, but the withdrawal was rejected. Their customer support called me and asked me to verify my account through their chat support, which was strange since I’ve been using their online casino for a long time, and withdrawing had never been an issue before. The difference this time was that my balance was larger than usual.

I contacted their customer support and completed the verification process, which, according to my profile, showed that I was verified. However, they claimed that I was only partially verified. After the verification process, I was told to wait 2-3 hours, or up to 24 hours if it took longer.

After about 12 hours, I contacted them again. They informed me that my verification was unsuccessful because the information I provided was incomplete (which is an issue I'll explain later). I was asked the same questions as the previous night and was given a Viber account to contact them outside the app. I was then told there would be a video call. My initial thought was that they just wanted to see my face and my ID to verify that it was me. However, during the video call, they asked all the same questions again.

A few hours later, I found that I couldn’t access my account. I contacted customer support again, and that’s when I learned that my account had been banned. My winnings were forfeited as well.

My question is: Is there a chance to appeal my case?

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Dear cataleya10,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino?
• What information you have provided was deemed incomplete, please?
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Slots

How long have you been a player at this casino?

just this year

What information you have provided was deemed incomplete, please?

I've sent all the information

Did you accumulate your winnings with or without an active bonus?  

without an active bonus

Dear cataleya10,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear cataleya10,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru