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My account was frozen because it seems to be a duplicate account and I can't withdraw funds. They won't listen to my explanation. When I complained, they told me to wait, but I haven't heard back from them, which is frustrating.

重複アカウントらしく出金出来ずにアカウント凍結されて。こちらの説明とか聞いてくれない。苦情言ったら待っててと言われそのまま返事も来ないし困る。

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.

Dear pon1114,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• When exactly was the date that your account was blocked?

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

Best regards,

Jean

My account was frozen about a week ago. I looked at Slot Heaven's terms of service and sent a complaint email there, but it's no longer in use.

I'm not using my phone, but I'm using the same Wi-Fi network.

I offered to submit KYC (Know Your Customer) information, but they wouldn't listen.

It was frozen about a week ago.

凍結されたのは1週間程度前です。スロット天国の利用規約を見てそこに苦情のメールを送りましたが、現在は使われていません。

ただ携帯は使ってませんが同じWi-Fiをつかっています。



KYCも提出することを言ったのに相手にしてくれません。



凍結されたのは1週間程度前です。

Thank you very much for your reply, pon1114.

Could you please forward all relevant correspondence between you and the casino to jean.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.

mosquito

か

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear pon1114,

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.

All my communications with the casino have been deleted and are gone. I would appreciate it if you could check with the casino.

さカジノとのやり取りは全部消されてありません。カジノ側に確認を取ってもらえると助かります。

Before we contact the casino, we first need to understand exactly what happened and determine whether there are reasonable grounds to believe the casino may have acted unfairly.

At the moment, we still do not have enough information to evaluate your case. Unfortunately, we cannot approach the casino based only on a general description of the issue.

You mentioned that your previous correspondence with the casino has been deleted. While we understand this may be frustrating, we still need your cooperation. Please answer the questions from my previous reply as thoroughly as possible. In particular, it would be helpful if you could clarify:

• Has anyone else in your household, or anyone using the same Wi-Fi network, ever created or used an account at this casino?
• Did you complete KYC verification, or did the casino refuse to review your documents?
• Were your winnings obtained while using a bonus or from real-money play only?
• Approximately how much is your account balance and when did you request your withdrawal?
• Also, please add the full URL of the casino since there are a lot of casinos with the similar names.

Once we have a clearer picture of the situation and sufficient details to support your claim, we will be in a much better position to assess the case. If the available information suggests the casino may have acted incorrectly, we will be happy to invite the casino to comment and investigate the matter further. Your cooperation is essential for us to proceed.

Dear pon1114,

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,
Jean
Casino.Guru