Planetwin365 Casino IT - Pelaajan tili on jäädytetty.

For 4 months my account has been suspended or as they call it "not enabled" I have sent several emails but they haven't told me anything

da 4 mesi mi trovo il conto sospeso o come loro definiscono "non abilitato" ho mandato diverse email ma non mi hanno detto nulla

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Do I understand correctly that €1200 (dispute value) is being withheld in your casino account? Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I didn't have any bonus I only played sports and blackjack offline the account was verified

non avevo nessun bonus ho solo giocato allo sport e al blackjack offline il conto era verificato

Thank you very much for your reply, cri.stian01. Can you clarify how much money you had in your casino account before you lost access to it?

When was the last time you attempted to contact the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru. If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear cri.stian01,

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 had about 1,200, I played the slots

1.200 avevo circa, ho giocatto alle slot

Hello cri.stian01,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

novelty?

novità?

Hello cri.stian01,

I apologize for the late response. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? I appreciate your cooperation.