The player from Germany faces a problem with withdrawing winnings as the casino closed the account, alleging the submission of fake documents. The player contests this claim and is seeking clarification on which documents are deemed fake, but is receiving no response from support.
Manga Casino - Player’s account has been closed over a document dispute.
Amount: €1,085
Manga Casino
Safety Index:HighSafety Index
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8.7
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Case opened
Current status
Waiting for player to reply
6d 19h 42m 33s
Case summary
4 hours ago
Public
Public
17 hours ago
Translation
The casino accused me of uploading fake documents, which is absolutely not true.
My account was closed and my winnings were withheld. I played through the bonus normally and wanted to withdraw, then I had to submit documents. They won't tell me which documents they consider to be fake. Support isn't responding, and the live chat refers to the final decision of the responsible team.
Automatic translation:
Public
Public
4 hours ago
Dear KayraKablan,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please forward me the documents you sent to the casino for verification? My email address is veronika.l@casino.guru.
Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or a screenshot of the bonus along with its specific terms and conditions.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
KayraKablan has 6d 19h 42m 33s to reply
