The player from Philippines had his account blocked without further explanation. The remaining balance is still held by the casino. We rejected the complaint because the player didn't respond to our messages and questions.
Dear Jayson,
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. Have you received confirmation regarding successful account verification? Could you please advise how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)?
Could you please advise if the disputed funds are in your agent or player’s account? Please clarify if the issue is related to your winnings or commission. Thank you in advance.
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