LuckyElektra Casino - Player's account was blocked after deposit.

I recently registered for the first time! Then I deposited 25€ into my account! Afterward, I received the first depositor bonus, and then after about 1 hour without playing, my account was supposedly blocked due to duplication! Consequently, I requested my deposit to be refunded to my bank account! Days later I inquired about the status of my money! Then I was told I had to send my banking information and such. I have by now contacted them three times in two weeks, through live chat! The last time, the customer service representative simply kicked me out! She told me if I needed anything else, I would have to contact via live chat again! She just wasn't interested in my case.

Dear Emooo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? How much was your active balance at the time of the account closure?

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 as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Emooo,

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.

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.