TrueFortune Casino - Player's account is closed after game issue.

I was playing Mulan minor in this game. You get to spin again at a doubled multiplier every time you win something so I would win on the single round. It would skip the 2X and jump immediately to 4X I’ve got a video of this happening so I, open up the chat box to try to see if the customer service representative could help me going to the bonus and I think I had $700 total but cast out I think six I reached out to customer service to see for verification and they closed my account if you allow me the option of uploading a video I will submit my complaint with the video of the reels and the rounds that have caused my game to have errors

Dear jonathanahowell,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, issues like this can often occur and there may be many different reasons this happened such as a weak internet connection, or even an issue on the game provider's side, none of which we can investigate further or confront the casino about.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you only experienced this once with one specific game? 
• Also, do I understand correctly that the casino closed your account with the remaining balance still in it?

You can forward any supporting evidence to kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

let me respond to each of those questions individually first when playing the game Moolah Miner I experienced that issue almost every time I play it. I just got fed up with it. It only happens during significant wins, but if you look at the video and I’m gonna send you the video if you allow it, you will see that when I receive the bonus for the dynamite, dynamite TNT bonus after I played the bonus goes back into Spin and there was a pending win that was waiting until after the bonus that should’ve been calculated as well but it wasn’t. I requested a withdrawal of my money and that’s when my account closed so I don’t know if they gave me mine withdrawal if it’s pending if it’s under review because they close my account , maybe they’re gonna pay me

Thank you for your reply, jonathanahowell. Could you please clarify how much money you had in your casino account before it was closed?

Have you received any explanation from the casino regarding the blocked account? 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.

Dear jonathanahowell,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.