Fundalor Casino MX - Player's account has been closed.

I created an account a while ago, which I used sporadically. Then I lost my mobile phone, which I used to access that account. I lost the email and phone number. I don't remember the email password, and to recover it, they sent an SMS to the same phone I lost.

I made another account, which I even began to verify. Everything was fine, and I made my first deposit. When I wanted to withdraw my winnings, they asked for verification. Once I got home and tried to see what happened, my account was blocked.

They want to give back my account, which I lost access to, and I will lose my current account with my winnings.

Dear lcanapaola4,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your accounts.

To help us understand the situation better, could you please clarify the following:

• Did you contact the casino regarding your lost account before creating a new one? If so, did you receive approval to open a second account?
• Were both accounts active simultaneously?
• Have you provided the necessary documents for verification on your new account, and what specific documents have they requested?

Your cooperation is crucial for us to proceed with this case and work towards a resolution. Without your input and the details requested, we won't be able to effectively address your concerns.

If you have any relevant communication or documents, feel free to forward them to me at 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

Additional comments from the player:

My problem has been solved thanks

Dear lcanapaola4,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru