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I made two deposits to my casino account. After making the deposits, my account was blocked without any clear explanation or valid reason being provided to me. One of my deposits was subsequently returned (which I haven’t received yet), while my account remains blocked and I have not been given a clear explanation as to why this action was taken.

I have contacted the casino’s customer support and KYC several times and requested an explanation regarding the account closure/blocking and the status of my remaining funds. Despite my repeated attempts to contact them, I have received no meaningful response.

I find this situation extremely concerning and unacceptable. The lack of communication and transparency has completely undermined my trust in the operator. As a customer, I have the right to receive a clear explanation regarding the restriction of my account and the handling of my funds.

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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?
• 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

Slots. However I have been able to play just a several times.

No, it was mentioned that verification is not needed at this point, I can continue playing.

I have activated bonus, but later on cancelled it. So taking into account that and that I have played just several times, it is mostly just my deposit stored at my account.

Thank you very much for your reply, JulGal. Do I understand correctly that you had €50 (dispute value) in your casino account before you lost access to it?

When exactly was your account blocked, please?

Could you 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 JulGal,

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,
Kristina
Casino.Guru