SlotsPalace Casino - Player’s account is blocked.

Good evening. I had an account with the company that had 112 euros in it and without giving any reason you blocked my account and my money. Please open my account and return my money.

Dear bill8101981,

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 which games you played - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings 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

Good morning I only played blackjack .My account had an authenticator and I had made a withdrawal of 100 euros.Winnings accrued without using bonuses 

Thank you very much for your reply, bill8101981. Have you tried contacting the casino regarding this issue? 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.

I tried via live chat and their answer was they can't answer me the reason they blocked me and it's under investigation. They never answered me even by email. I don't have a SCEERNSHOT because I didn't think about it. If you want I can send again in the live chat.

Thank you very much, bill8101981, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, bill8101981!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Pavel,

Thank you for reaching out.

Please be informed that we sent you an email to pavel.k@casino.guru. Looking forward to your reply.

Best regards,

Slotspalace.com

We have an ongoing communication with the casino, so I am extending the timer.

Good evening, thank you for your help, the issue has been resolved, the company has paid me the money it had committed to me thanks to your help.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, bill8101981, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru