Universal Slots Casino - Player has been accused of playing restricted games.

Hey, i wagered a bonus on this casino and i was extremely carefull with every bonus term so i would break any. But when the time came for withdrawal first the casino said i had 2 accounts on same ip which couldnt been the case also they locked my account. After the second contact i made to complain a to them and said this wasnt the case. Then they made up a second reason that i broke the rules by playing prohibited games and reopened my account. This also couldnt be true cause i checked literally every game i played. Now the casino isnt answering to me anymore and i dont know what else to do than contact you.

If that would be the case max bet was like 5e and the highest bet i used was 0.4e or 0.6 e. So that shouldnt affect that at all. Also i didnt do any respin features so that aint problem either.

Br

Bledi

Also they havent communicated me in several days, even thought i asked about the situation. Before this they had communicated to me everyday.

Thank you, bledi, for your reply. I have checked the general bonus T&Cs and this is what I found:

" A list of what may be deemed abuse may include but is not limited to:

...

• Placing bets in excess of the maximum stake allowed when having an active bonus is 4€ per game round or 0.30€ per line
• Wagering bonuses on excluded games"

Is there any chance that you could forward your complete game history to petronela.k@casino.guru, please?

Sadly they havent given it to me and also i cant check it myself. But there is no way i have gone over that bet tho. i have asked for the history without answer

Thank you very much, bledi, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 bledi,

I have reviewed your case and understand the situation. I will attempt to contact the casino to see if I can help.

We would like to invite Universal Slots Casino to join the conversation and to aid in the resolution of this complaint.

Dear Bledi,

There has been no response from the casino so far, I will now attempt to contact them once more.

We would like to ask Universal Slots 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear bledi,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if you need help with this or how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam