Xtreme Casino - Pelaajan kotiutus on viivästynyt; tili on estetty.

I registered and made a deposit about two months ago and have been playing.

I was playing at a live casino and my funds increased, so I applied for a withdrawal.

I waited about a month, but was suddenly blocked for violating the terms of service.

I didn't receive any bonuses and I was playing with the money I deposited, so I didn't understand what was going on and filed a complaint.

2ヶ月程前に登録して入金して遊んでいたのですが

ライブカジノで遊んでいて資金が増えたので出金申請したのですが

1ヶ月程待たされたのですが、いきなり規約違反でブロックされました。

ボーナスも貰うことはなく入金した分で遊んでいたのに意味がわからなくてクレームをいれさせてもらいました

Dear MioMiokk2,

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 provide the exact date your account was blocked?
• Did you pass the verification before you lost access to the account?  
• Have you made any successful withdrawals before?

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,  

Katarina

Important Notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Can you tell me the exact date your account was blocked?

I don't know if it's accurate as it was about a month ago.

Did you pass verification before losing access to your account?

I haven't tested it because there was no verification.

Have you ever had success with a withdrawal?

Not even once

アカウントがブロックされた正確な日付を教えていただけますか?

1ヶ月程前で正確なのはわからないです

アカウントへのアクセスを失う前に検証に合格しましたか?

検証はなかったのでおこなってないです

これまでに引き出しに成功したことはありますか?

1度もありません

Hello MioMiokk2,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear MioMiokk2,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Even if I want to communicate, I don't get a reply, so there's no communication.

やり取りがしたくても、返事が来ないんでやりとりは何もないですね

Thank you very much, MioMiokk2, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you MioMiokk2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Xtreme Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MioMiokk2,

I have tried to contact the Xtreme Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter