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Hello, i made an account on this site and begun playing, i hade a cashback bonus Active. When i tried to log in some days after requesting a withdrawl my account was suspended. I hade completed the kyc verification, i have sent emails regarding my money that was on my account but i do not get an answer, i would greatly appricate help to reach the casino and solve this.

Dear Hehe0505,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello and Thank you, i did the kyc verification about 5 days ago and passed it that was around the same time i made the account so last week. I played slots only Thank you i will email it to that email.

Thank you very much, Hehe0505, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you Very much for the help it is greatly appricated.

this is what i was told now. I am 100 percent sure that i do not have another account at this casino and that no account has been created from my ip. However as i said before when i tried to register it said my phone number was already used wich i contacted theyre security about and asked them to change it so it was mine wich they did. If there is another account that has used my phone number they will not find my ip/my devices have used them since it is not my account and i have only one account here.

I just want a refund for my deposit

Dear Hehe0505,

My name is Stefan, and I will help you with this case from now on.

Is it possible that you have registered an account in this casino in the past and you have forgotten about it? We need to be sure that you do not have a second account.

I am looking forward to your answer.

Kind regards,

Stefan

Hello Thank you, i am 100 percent sure

You can close this i have got my money.

Dear Hehe0505,

I am really glad to hear that! Thank you for letting me know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan