Macau Casino - Player’s account was blocked without explanation.

Hello There!

few months ago i open account with Macau casino ,i won there they approved my documents and everything went fine until this week, i won 3 weeks ago 6700 on slots, took them more then 2 weeks to paid the first withdrawal of 5000(they calming to be fastest withdrawals on the market) then i try to log in and i see my account is locked with no explanation ,i try to contact them but they don't answer and on live chat they cut me off. This casino still owes 1600 euro and its sister casino(pariscasino9.com)owes 2100 euro and I don't know what to do. Can you please help me to figure this out?

Dear nusmahti,

Thank you very much for submitting your complaint. I’m sorry to hear your account was blocked. Please allow me to ask a few questions so I better understand the situation.

Could you please advise if you have passed the KYC verification? Were your accounts in both casinos blocked? Could you advise which games you‘ve been playing in the casino? (slots, live games, multiplayer)

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

yes I have passed KYC verification and been already paid in the past even in this particular withdrawal,after I requested the 2nd withdrawal they locked my account and haven’t responded to any of my emails.

I have play only slots in this casinos.

both Macau casino and Paris casino are locked (both casino withdrawals has been requested)

thanks for you help!

Thank you very much, nusmahti, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear nusmahti,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Macau Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Macau Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Unfortunately, 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.

There is one more possible way how you can try to get your funds back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan, Casino.Guru