Pyramid Spins Casino - Player’s account has been blocked.

Firstly they took deposit and didn't add to account for over 10 days. Then I closed as deposit wasn't showing now the will not reopen despite repeated messages.

Please could you not publicise uploaded messages as they have my name on them thanks

Dear Merlin1777,

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 played any of your deposited funds or your account was blocked right after depositing? Have you been prompted to submit personal documents for account verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hiya no they just keep saying wait. I think I uploaded chat?

Yes, I've seen the live chat transcript. Could you please advise if you have played any of your deposited funds or your account was blocked right after depositing? 

Hiya. No I have not been able to access this at all

Thank you

Hi there

Today this casino asked for full bank statement after I contacted them. They clearly state my documents are Not confidential. I will upload the transcript or email to you as they have sensitive information on. This casino never asked for this and continue to hold deposits. Following stating the information is Not confidential and I am not requesting withdrawal merely access to deposit which they took without ID then I am apprehensive about doing this. Please could you gime me an email to forward chat to? Thanks

Hi again Petronella. I have emailed you the transcript from the earlier (last night and tonight) chats verifying the above information

Thank you very much, Merlin1777, for the forwarded email. I have checked the entire live chat transcript. Do I understand correctly that your deposited funds have never been credited to your casino account (which is blocked as per management decision at the moment)?

Hi there

Since the deposit has been taken from my card I have been unable to access account. The casino states, as per transcript that the funds have been transferred to my account. As I can not access it I have no way of knowing this

Thank you

Thank you very much, Merlin1777, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you

Hello Merlin1777,

I looked at your complaint and will do my best to help you. I would like to invite Pyramid Spins Casino into this conversation. Casino, can you please specify why did you block the player’s account?

That's great news although I am hopeful they will respond I have my reservations as they continue to tell me now all is well and it will be open soon. This has been happening for a month so I remain unconvinced. Thank you for your input though

We would like to ask the Pyramid Spins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Ah OK thank you. I am very unhopeful they will respond. They appear to have done this to a lot of people from what I can gather. I am fortunate that it is not a lot of money. So glad I tried before I spent too much

Thanks again for your time

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.