Hustles Casino - Player’s winnings have been cancelled and account blocked.

Cant log in they say i'm blocked and closed down, said it was closed but ive been on it for 3 weels losing .

They wanted electric bill, but i never have electric bills, as i pre pay via a payment card, so i sent them a water bill instead. And when i went to withdraw they then say im blocked,

this is there message

Thank you for contacting us.

You gave it after you stated you did not have a utility bill, and after we refunded you and confirmed the account would be closed you then sent in some other documents.

The decision is final and you already received your refund in late November.

You cannot play in our casinos and you are banned from playing on all our brands.

Customer service care

Support Team

Dear billmarston,

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. Do I understand correctly that your winnings have been cancelled and your account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

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. Thank you in advance for your reply.

Best regards,

Petronela 

yes they kept asking for electric bill, even though i never have them, as i pre pay via card,then then said send tenency aggrement, which i sent, alsosent them water bill 2 weeks later, which then then passed verification, its onlt when i asked for withhdrawal they never sent it, then blocked me. All this time ive been using it and winning and losing

Thank you very much, billmarston, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello billmarston,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Hustles Casino to join the conversation and participate in the resolution of this complaint.

Dear Hustles Casino,

Can you please clarify the reason for having blocked the player's account?

Kind regards,

Adam

ok thanks.

they will say verication, but they allowed me to carry on, and i passed verication 2 weeks later, when i sent them a water bill, that i didnt have 2 weeks before

Dear billmarston,

The casino has stated that they will not provide us with any information or discuss anything regarding your account with us.

Therefore, there is nothing we will be able to achieve and I recommend that you instead contact the licensing authority of the casino. You can submit a complaint to them via e-mail here: complaints@gaminglicences.com.

Please do let me know how they respond (adam.m@casino.guru).

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.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam