National Casino - Player's account has been blocked.

They blocked my account without prior notice, and they did not let me justify my movements, I enter the game and leave, I make several movements weeks, but I am not laundering money, I justify each movement as financial arbitration, I have an income certification made by an accountant, to corroborate

Dear ezequielrojo1905,

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 if you passed the KYC verification before the casino blocked you?

Do I understand correctly that $180,000 ARS (dispute value) is being held in your account? Have you accumulated these funds with or without an active bonus?

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

Hello Kristina!

I passed the kyc verification and I had been playing for a long time, and the value in dispute is an estimate, if they contact the casino they will know how to tell me better.

Between 170,000 ARS and 190,000 ARS

I had no active bonuses

Thank you very much for your reply, ezequielrojo1905. Have you received any explanation from the casino regarding this situation? 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 in advance.

This was the resolution they gave me, but I would like the casino to enter the conversation to show them documents of origin of funds, that it was not doing fraudulent actions, as they say.

Thank you very much, ezequielrojo1905, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ezequielrojo1905,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite National Casino to join the conversation and participate in the resolution of this complaint.

Dear National Casino,

Can you please provide further insight into the reason for the player's account having been blocked?

Kind regards,

Adam

Hello, good afternoon. Why is it taking so long for the casino to intervene?

Dear ezequielrojo1905,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask National Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear ezequielrojo1905,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority ( complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

Dear ezequielrojo1905,

The casino has requested that we reopen this complaint, and has explained that your account was blocked due to your use of a vulnerability in the payment system that allowed you to make deposits at an incorrect exchange rate.

Evidence has been provided that shows that due to this error, you were able to make deposits for approximately twice the amount you paid, can I ask you to explain this please?

Kind regards,

Adam

Dear ezequielrojo1905,

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.

Dear ezequielrojo1905,

As we have had no response from you regarding this case, the complaint will now be closed as mentioned. It can be reopened at any time.

Kind regards,

Adam