The player from Texas was unable to access his casino account and had not received a response from the casino. He had registered his account in April and completed verification successfully, mainly playing slots. The player reported that no funds had been withheld by the casino. We informed the player that casinos had the right to restrict or close accounts if they suspected irregular play or other questionable activities. As such, we couldn't penalize the casino for closing the player's account and had to reject the complaint.
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Amount: ??
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
I no longer can't access my account and they won't respond back... This screen is a
ll i get
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11 months ago
Dear beercats0321,
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 casino games, slots, or sports betting)?
- Are there any funds being withheld by the casino?
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
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11 months ago
Petronela
It has been since April when I registered and yes I was verified had well... I played mainling slots. And I don't believe I had any funds on my account
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11 months ago
Thank you, beercats0321, for your reply. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
I wish I could be of more help. I’m 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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
