MARCA Apuestas Casino - Player’s account has been blocked.

Hi,

I used their bonus for registration 20 EUR. They said they closed the account, because I used it too much. I won two times big bonus and was on the way to get maximum 100 EUR.

The email from them:

Hi Aleksander,

We will contact you to inform you that it will not be possible to reopen your gaming account.

In accordance with our Responsible Gaming policy and based on the history that has been reviewed in this precise case, the corresponding department informs us that it is not possible to activate the account again under any circumstances.

We take the opportunity to send you some interesting links:

Responsible Gaming Page of the Ministry of Consumer Affairs:

https://jugarbien.es/

Betting Brand Responsible Gaming Policy:

https://www.marcaapuestas.es/mas/juego-responsable-marca-apuestas/

Dear Haridas108,

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. How much was your active balance at the time of your account’s closure? Have you ever requested your account to be closed or suggested any gambling issue when communicating with the casino?

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

Hello

There was never a communication that I wanted my account closed or that I have a gambling problem.

If I remember correctly account had 11 EUR in it.

Maybe it is not much, but I just want to show the community the strange practices of this casino.

Could you please elaborate on what you've meant by: "They said they closed the account, because I used it too much." ?

Dear Haridas108,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Original: Xesta P** (Marca Apuestas)

18 feb. 2021 22:18 CET

Hola Aleksander,

Nos ponemos en contacto contigo para comunicarte que no va a ser posible proceder a la reapertura de tu cuenta de juego.

De acuerdo a nuestra política de Juego Responsable y en base al historial que se ha revisado en este caso preciso, el departamento correspondiente nos informa de que no es posible activar la cuenta de nuevo bajo ningún concepto.

Aprovechamos la ocasión para enviarte algunos enlaces de interés:

Página de Juego Responsable del Ministerio de Consumo:

https://jugarbien.es/

Política de Juego Responsable de Marca Apuestas:

https://www.marcaapuestas.es/mas/juego-responsable-marca-apuestas/

Gracias por tu confianza en Marca Apuestas.

¡Un saludo!

Xesta P**

Departamento de Atención al Cliente

Todos los días de 09.00 a 23.00

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I just played maybe 1-2 hours, but I used only slots with high RTP. Maybe this triggered them.

Thank you very much, Haridas108, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Haridas108!

From now on, I will try my best to to help you with your issue. I would like to invite MARCA Apuestas Casino into the discussion in order to resolve this complaint.

We would like to ask MARCA Apuestas 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 will have negative impact on the casino's rating.

Hi,

Thank you, Casino Guru, for intervention!

They unblocked my account and gave me new bonus.

All is solved!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.