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I made a deposit as usual and activated a casino bonus. I went to the different casino games and then stayed on Book of Riches Deluxe. I was playing normally and the bonuses activated as usual. I kept playing and winning a little until I managed to fill all the boxes in one of the bonuses and it showed that I won the 500 grand prize. After that, I left the game and tried to withdraw the 500. The withdrawal screen told me that to withdraw I had to decline the bonus I had received, so I declined it and made the withdrawal as usual. After that, it showed that the withdrawal could not be processed. Then, I continued playing a little and made a withdrawal of 100 and another of 400, which showed as pending. Throughout the day, I continued playing a bit, and this morning when I tried to log into my account, it said that my account has been blocked for fraud.

Realice una recarga como de costumbre y active un bono de casino me dirigí al distintos juegos de casino y me mantuve después solo en el juego de book of riches deluxe estaba jugando normal y se me activan los bonus como siempre seguí jugando y ganando un poco asta que en un bonos logre llenar todas las casillas y me reflejo que gane el grand de 500 posterior a eso salí del juego y me dispuse a retirar los 500 en el retiro me decía que para retirara debía rechazar el bono obtenido y lo rechaze y relize el retiro como siempre pasado eso me refleja que el retiro no pudo ser realizado luego después de eso seguí jugando un poco y relize un retiro de 100 y uno de 400 los cuales se reflejaba pendientes en el transcurso del día seguí jugando un poco y hoy en la mañana que quise ingresar a la cuenta me dice que mi cuenta ha sido bloqueada por fraude

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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.

• How much of your bonus was wagered when you decided to cancel it? Were you still playing with your real money at the time, or were you playing with bonus money already?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification at this casino?
• Have you contacted customer support to ask about the details regarding the suspension of your account?

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

Good morning, I was still playing with real money, I don't know how to use the bonus. I have been able to make successful withdrawals before, but of small amounts. I also passed the KYC. I contacted them and they could only explain that the system only reflects the block due to suspected fraud and that once the account is blocked it cannot be reopened. I asked for a detailed explanation of the reason for the block and the circumstances, which they did not give me.

Buenos días seguía jugando con dinero real no se uso del bono si he podido realizar retiros exitosos antes pero de pequeñas sumas si también supere el KYC me puse en contacto con ellos y solo me supieron explicar q el sistema les le refleja solo el bloqueo por sospecha de fraude y que una vez bloqueada la cuenta no se puede volver a abrir pedí una explicaciónas detallada del porque del bloqueo y las sircunstancias lo cual no me lo dieron.

Dear Bladimir.C

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Bladimir.C for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Orobet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Bladimir.C,

We have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina

Casino.Guru