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I had my account blocked back then, and it was confirmed. However, after a month I was able to access it again and deposited €1064. The account was then blocked again, and I received an email confirming that the €1064 would be refunded. This hasn't happened to this day. After countless live chats and 30 emails, I keep getting the same response: "It's being reviewed." Nothing more has come of it. I've been waiting for five months already.

Ich habe mein Konto damals gesperrt und es wurde bestätigt trotzdem konnte ich nach 1monat wieder rein und habe dort 1064 Euro wieder eingezahlt darauf hin wurde das Konto wieder gesperrt und es wurde mir per email bestätigt das die 1064 Euro wieder zurück gezahlt werden per email auf das ist bis heute nicht passiert nach 1000 Live Chat 30 emails kommt immer nur die Aussage es wird überprüft keine Antwort nicht kommt mehr warte 5 Monate schon

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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.

• Could you please specify when your account was closed for the first time? Who initiated the closure — was it you or the casino? If you requested the closure, please forward me the original account closure request at veronika.f@casino.guru.
• Could you kindly describe in more detail why your account was reopened after one month?
• When was the last time the casino communicated with you regarding your refund request?

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

Last contact in May of this year was on June 20, 2025, with confirmation that payment would be made; after that, nothing more was heard.

In mai diesen Jahres zuletzt Kontakt am 20.06.2025 mit der Bestätigung das es ausgezahlt wird danach nie wieder was gehört

I locked the account myself and haven't unlocked it again.

Das Konto habe ich selbst gesperrt und habe es auch nicht wieder freigeschaltet

???

Thank you for your replies. I sincerely apologize for the delay in responding. We are currently managing over 1,100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. Please note that we have a 7-day response window for each complaint, and we will always get back to you as soon as we can. Thank you very much for your patience and understanding.

Additionally, I have not yet received the files I requested in my first response. Please note that in order to investigate complaints properly, we require as much detailed information from you as possible. Could you kindly provide the documents and answer the questions I previously sent?

• Could you please specify when your account was closed for the first time? Who initiated the closure — was it you or the casino? If you requested the closure, please forward me the original account closure request at veronika.f@casino.guru.
• Could you kindly describe in more detail why your account was reopened after one month?
• When was the last time the casino communicated with you regarding your refund request?

Hello Veronika, I sent you an email. Kind regards, havana1993

hallo Veronika ich habe ihnen eine email gesendet liebe Grüße havana1993

Thank you for your email. I am sorry to see that you no longer have the email regarding your account closure request. Could you at least forward me the subsequent communication between you and the casino regarding the promised refund? Kindly forward me the original emails, not just screenshots, starting from 20 June onwards. Thank you for your cooperation.

Dear Havana1993,

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,
Veronika
Casino.Guru