Player’s account was blocked.

I've always had access to the casino, made several deposits and withdrawals too. But on Monday, while I was playing and had about 70.00 in my account, I was in the game's bonus round when suddenly, the connection dropped. Since then, whenever I tried to log in, I got a message that the site was not available. I assumed they would fix it soon, but to my surprise today when I tried to log in, I got a message stating that I was blocked.

Dear xannyoliveira,

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 focused on while your account was active - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?

When did you create your account?

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

Hi, I've had the account for about three years. I only play slot machines. I was playing Big bass and at the moment the site stopped working it was in the free spins. It wasn't bonus money

Thank you for your reply, xannyoliveira. I am afraid that we are not able to assist here. We do not have this casino in our casino database and we cannot add it if the website isn't working, therefore we aren't able to contact the casino and mediate the issue.

Therefore, I am forced to close this case as unresolved. In case you notice that the casino website is working again, please do not hesitate to send us a reopen request and we will try to proceed with this complaint. Thank you for your understanding.