The player from Canada was banned by the casino and blocked from accessing loyalty points. The player stated the ban was related to a previous withdrawal issue and mentioned contacting the casino, which directed him to check an empty email. We requested additional information and clarification on the matter. Due to the lack of response from the player, the complaint was closed without further investigation.
firevegas Casino - Player has been banned and blocked from loyalty points.
Amount: Can$15
firevegas Casino
Safety Index:Below averageSafety Index
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5.3
firevegas Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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5 months ago
Dear hassanmmian,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with the online casino, specifically regarding the ban and the blockage of your loyalty points.
To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:
- Can you specify the date when you were banned from the casino and when your loyalty points were blocked?
- Were you given any reason by the casino for the ban and the blockage of your loyalty points? If so, what was the reason provided?
- Have you contacted the casino’s customer support regarding this issue? If yes, what was their response?
- Do you have any relevant communication or evidence that you can share with us, such as emails or screenshots of conversations with the casino’s support team? My email address is 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
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5 months ago
They banned it due to the issue I had with a withdrawal that I complained about before from dreamvegas I have contacted the casino they keep telling me to check my email there is nothing there it was blocked from bonuses on April of 2024
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5 months ago
Hi hassanmmian,
- Are real money funds being withheld by the casino, or is it only loyalty points?
- Was there any communication that could provide further clarification on this issue?
- What specific issue related to your withdrawal prompted your account closure?
Thank you.
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5 months ago
Dear hassanmmian,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
