League of Slots Casino - Player's account blocked following withdrawal request.

The League of Slots Casino deleted my account after I threatened to report them. The reason being, I made a withdrawal request via Pix on 18/10, and they gave me a maximum verification period of 30 days. Today marked day 32, and when I got in touch, they gave me the runaround. It was when I threatened to report them for not paying out my winnings, that they quickly sent me an email blocking me and alleging fraud on my part. However, this is not true, they simply blocked me to avoid payment. I have screenshots of my withdrawal request and the chat conversation about the date of my withdrawal request. Casino Guru, I need your help, they have said that I won't receive payment and that this decision is irreversible. If necessary, I can send the screenshots. Thank you, I await your response.

Dear Cris382022,

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 accumulated your winnings with or without an active bonus?

Do I understand correctly that the casino didn't specify which rule you breached? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hello, I made a deposit and received a % bonus, I followed the bonus rules correctly. However, when I requested a withdrawal they told me that I would receive it in 3 to 5 days, and that did not happen, I contacted them later and they started to deceive me saying that the re-verification process could take up to 30 days, and that I should wait and be calm. that I would receive my winnings. However, 32 days passed and I got in touch to clarify this delay without any information from the casino to me, they blocked me in order not to pay me, as soon as I said I would report them for fraud they sent me an email blocking me and alleging fraud, and they are the ones who are defrauding the user, because I deposited and played, I won honestly and they don't want to pay me, and they even said they wouldn't pay me and that was the final decision with no return. I have no problem with withdrawals on other platforms, I have always played and received them correctly, I play on several others, there are no complaints about me regarding fraud. I would like to know if I will receive my money that I earned?? Can you guys help me??

Thank you very much, Cris382022, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Ok, I'll wait, thank you

Hello, Cris382022,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite League of Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear League of Slots Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's account been blocked/closed? What steps should the player take to unblock the account and withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to use my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 Cris382022,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru