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Hello, on December 28, after making a deposit of 910 euros, my account was immediately blocked. Up until then, I had never had any problems depositing and withdrawing with the

same card I always use – the only card I have, a Postepay. I have submitted documents for their review, but since December 28, the situation has not been resolved. If you could expedite the process in some way, I would be very grateful, thank you in advance.

Salve giorno 28 dicembre dopo un deposito di 910 euro il mio account è stato subito bloccato da premettere che fino ad allora non ho avuto mai problemi nel depositare e prelevare con la

stessa carta che uso sempre l’unica carta che ho una postapay comunque ho inviato i documenti per un controllo da parte loro ma è da giorno 28 che la situazione non si è ancora sbloccata , se potete sollecitare in qualche modo per abbreviare i tempi ve ne sarei molto grato grazie in anticipo

Dear vitalesalvatore1992,

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. Have you received any explanation as to why your account was blocked? Was it because the casino had to verify your account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

In the attachment I send their first communication and the second email after having promptly sent the requested documents

In allegato invio la loro prima comunicazione e la seconda email dopo aver inviato prontamente i documenti richiesti

this was their first message

questo è stato il loro primo messaggio

Case resolved, thanks to you too for your support

Caso risolto grazie anche a voi per il supporto

Dear vitalesalvatore1992,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru