Sesame Casino - Player’s account has been blocked.

Hello, my Sesame online casino account has been blocked for four months now, none of the employees explain why and they don't answer me why, and more than 4 months have passed, they answer me the same and say that it was some kind of routine check. I'm asking for your assistance

Dear bmwatanasov98,

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? 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

Additional comments from the player:

"My account was verified three or four years ago. I have made withdrawals quite a few times. Well, there is no problem."

Thank you, bmwatanasov98, for your reply. Could you please advise which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

I've only played slot games but it's just not clear to me how many months now they've been replying to me a routine check nowhere does it say that in their terms and conditions and since I no longer have access to my old phone they don't even change my email they ask me to I go and take a photo of some documents and provide them from the new Gmail, for the first time it just happens to me with their platform like this

Thank you very much, bmwatanasov98, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello bmwatanasov98,

I will assist you with the complaint from now on. I would like to ask the representatives of Sesame Casino to join the conversation in order to help us resolve the issue with the blocked account.

Sesame Casino,

Could you explain the reason why bmwatanasov98's account was blocked and when can he expect to have the account unblocked?

We would like to ask the 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’.

Dear bmwatanasov98,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot 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 reopen this complaint anytime.