Memocasino - Player faces withdrawal issues and account closure.

Won £10k wouldn’t let me withdraw told me to wait again wouldn’t let me withdraw gentleman in chat told me I had to play more you be able to withdraw more asked how I could time out game play so funds wouldn’t be used and no pointed me in direction told me more had to be played money now gone cos wouldn’t allow me to withdraw any amount of it and now I find out that they actually shouldn’t let me play at all even thou all I’d sent tells them I’m uk customer found this out from my bank as they blocked my bank had to get screen shots to prove it was them who take money etc ( use various names in statement which ended in my back being closed down yesterday emails get ignored have all screen shots of chats with them then there telling me it had a wagering against it it didn’t have the wagering limit was already well met how do I get any of these funds back also game froze and crashed when scatter landed in and wasn’t there again when logged in have video of this

Dear La86,

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. 

• Do I understand correctly that you have lost all your funds?
• Did you play with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I’ve emailed u everything

Thank you for your reply, La86. I see that the casino first informed you you couldn't withdraw because the necessary wagering deposit wasn't completed and then you could only withdraw your winnings per daily withdrawal limits. Sadly, since you have lost your winnings, I’m afraid, there is not much we can do for you now and we are unable to proceed with further investigation. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.