Mirax Casino - Player’s account is blocked due to claimed bonus malfunction.

12/20/23 received a bonus to play at Mirax Casino. Free spins. Was doing fairly well enjoying all the games. The next day went to login and my account was blocked. I emailed asking why. I was told there was a malfunction in bonus and as soon as they figured it out they would contact me. Days went by I emailed again to see if they figured it out. Got the same system generated response. Over a week went by emailed then again. (I can't use chat because with the block on my account I can not login. .makes it bad cuz I cannot look up my balance or last games played). So here we are almost three weeks later same thing. I've asked about possibly starting over with different new players bonus but seems as if no matter what I get the same system generated response.

So what seemed as a good start to playing with Mirax Casino ended up with unsettling circumstances. Did I win to much on the free spins including playthrough. Was the system set not to let player come out ahead? Did they have a malfunction due to not setting house advantage high enough. All these things I seem to over think. But all this time has gone by with no resolution makes me wonder.

Dear STACEYANNE69,

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. Which bonus did you play with, please? If possible, please post a link or promo code you used to activate the offer.

Could you please clarify the dispute value ($100)? Is this the amount of funds you had in your casino account when it was closed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear STACEYANNE69,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.