The player from Canada had her account blocked without further explanation. We rejected this complaint as it was sports betting related.
For 5 days you have BLOCKED my account I sent all the documents that have been validated and you told me to wait a few minutes and it's been 5 days I would like my account to be active
Depuis 5 jours vous avez BLOQUEZ mon compte j'ai envoyé tout les documents qui on été validé et vous m'avez dit d'attendre quelque minutes et cela fais 5 jours j'aimerais que mon compte doit actif
Dear Audreyechene,
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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?
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
Dear Audreyechene,
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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?
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,
Thank you for giving me the opportunity to explain my problem to you, I really hope that you help me.
To answer your questions;
1- I have been on the site since 29-10-2021 evening 9 months
2- Yes I passed all the checks successfully without any problem
3- Yes I received several withdrawals my accumulated earnings can reach $30,000.
Apart from often withdrawal deadlines (Not respected) I have not had a major problem with them.
4 - I often play at the casino but all my winnings have been legally won by playing Sports Betting.
5- I have never liked bonuses so my winnings have always been without bonuses.
I finish my explanation.
As I said above I never had a problem, after the first check I played without worries until February 2022 when the site asked me to do a new check I complained and the site told me that if the check had passed this time I was not going to have to do it again unless my data changes I said ok I redid the verification with nearly $2000 in the account, I sent my bank statement and my payslips etc ....
5 days later my account was unlocked.
Today we are in July and for no apparent reason without anything changing I had nearly $2800 in my account when I launched my automatic blocking withdrawal.
I am still asked for verification, I am surprised I ask the site and they tell me that the documents I sent a few months ago have expired so I have to send new documents.
As long as it stays within the security framework I don't mind.
So on Tuesday I sent all the requested documents.
Normally after 5 days the account should be unblocked since all the documents sent HAVE BEEN VALIDATED.
To my surprise on Monday I receive an email telling me that my account is permanently blocked because I broke a rule, I'm surprised because I'm a decent player.
The site tells me that I have duplicate accounts, I first started laughing because I knew it was wrong and I understood that he was trying to steal from me, maybe because they have given the balance of my account in my bank statement provided I do not know.
I contacted customer service for more information and to report their error because I never had several accounts, I rather changed email several times 3 times and it is not illegal.
Customer service tells me it's definitely closed I say it's not possible because it's a mistake or either it's pure theft 5 hours later I sent an email to my manager account since once you are VIP you are granted a manager so far no response.
I went back to the chat and I came across an agent who told me the same thing that my account is closed because I have two accounts I told him that I had never done this that I know the rules so he said said he was going to get the information back, so to wait.
This story does not smell good.
Just because today he should allow me to make my withdrawal they found a trick to close my account.
They believe that people are fooled.
If I have duplicate accounts why did you never close my account before when there was nothing and you wait until I have the money in the account to close my account?!
I also asked for answers and explanations on my so-called second account.
So I'm waiting
Bonjour,
Merci de me donner l'occasion de vous expliquer mon problème j'espère vraiment que vous m'aidiez.
Pour répondre à vos questions;
1- Je suis sur le site depuis le 29-10-2021 soir 9 mois
2- Oui j'ai passé toutes les vérifications avec succès sans aucun problème
3- Oui j'ai reçu plusieurs retrait mes gains accumulés peuvent arriver à 30.000 $.
A part souvent des délais de retrait ( Non respecté ) je n'ai pas eu de problème majeur avec eux.
4 - Je joue souvent au casino mais tout mes gains ont été légalement gagner en jouant au Paris Sportifs.
5- Je n'ai jamais aimée les bonus alors mes gains ont toujours été sans bonus.
Je termine mon explication.
Comme je disais plus haut je n'ai jamais eu de problème, après la première vérification je jouais sans soucis jusqu'en Février 2022 ou le site ma redemandé de faire une nouvelle vérification je me suis plainte et le site ma dit que si la vérification était passé cette fois je n'allais plus avoir à la faire sauf si mes données changes j'ai dis ok j'ai refais la vérification avec près de 2000$ dans le compte, j'ai envoyé mon relevé bancaire et mes fiches de paies etc ....
5 jours plus tard mon compte a été débloqué.
Aujourd'hui nous sommes en juillet et sans raison apparente sans que quelque chose ne change j'avais près de 2800$ dans mon compte quand j'ai lancé mon retrait automatiquement blocage.
On me demande encore une vérification, je suis étonnée je demande au site et il me disent que les documents que j'ai envoyé il y a quelques mois sont expirée je dois donc envoyé de nouveaux documents.
Tant que sa reste dans le cadre de la sécurité ça ne me dérange pas.
Alors le mardi j'ai envoyé tout les documents demandés.
Normalement après 5 jours le compte devrait être débloqué vu que tout les documents envoyés ONT ÉTÉ VALIDÉ.
A ma grande surprise le lundi je reçois un mail qui me dit que mon compte est bloqué définitivement parceque j'ai enfreint une règle , je suis surprise parceque je suis une joueuse correcte.
Le site me dit que j'ai des comptes en double, j'ai d'abord commencer à rire parceque je savais que c'était faux et j'ai compris qu'il essayait de me voler , peut être parce qu'ils ont vu le solde de mon compte dans mon relevé bancaire fournis je ne sais pas .
J'ai contacte le service client pour avoir plus d'informations et leur signaler leur erreur parceque je n'ai jamais eu plusieurs comptes j'ai plutôt changer de mail plusieurs 3 fois et ce n'est pas illégal.
Le service client me dit que c'est définitivement fermé je dis c'est pas possible car c'est une erreur ou soit c'est du vole a l'état pure 5 h plus tard j'ai envoyé un mail à mon gestionnaire de compte vu que une fois que tu es VIP on vous octroie un gestionnaire jusqu'à présent aucune réponse.
Je suis repartie au chat et je suis tombée sur un agent qui m'a dit la même chose que mon compte est fermé parceque j'ai deux comptes je lui es dis que jamais j'avais fais cela que je connais les règles alors il a dit qu'il allait remonter l'information donc de patienter.
Cette histoire ne sent pas bon.
Juste parceque aujourd'hui il devrait m'autoriser à faire mon retrait ils ont trouvé une astuce pour fermer mon compte.
Ils croient que les gens sont dupe.
Si j'ai des comptes en double pourquoi vous n'avez jamais fermer mon compte auparavant quand il y avait rien et vous attendez que j'ai l'argent dans le compte pour me fermer le compte ?!
J'ai aussi demander des réponses et des explications sur mon soit disant deuxièmes compte.
Donc j'attends
Thank you, Audreyechene, for your reply. Do I understand correctly that all your winnings were accumulated from sports betting, please?
Thank you, Audreyechene, for your reply. Do I understand correctly that all your winnings were accumulated from sports betting, please?
Now they have blocked me from their chat . They are receiving my emails but they’re ignoring them
Now they have blocked me from their chat . They are receiving my emails but they’re ignoring them
Thank you very much, Audreyechene, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
Thank you very much, Audreyechene, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
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