The player from Mexico had her account blocked after a withdrawal request. We rejected the complaint because the player didn't respond to our messages and questions.
I made a refund and the casino took more than 3 days after they closed my account, I can no longer access and they do not give me an answer on their support.
Dear Sonia,
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. Have you received all your winnings before your account got closed or are there any funds being still held by the casino? 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