Vale Casino - Player’s winnings have been cancelled.

They did not make the deposit of my earnings, they put many obstacles, they asked me to send my documents and send them more than four times, according to them they could not open the file of the card with which the deposit was used but they gave me all the characteristics of The card they blocked my account and I no longer had any response from them except my deposit

Dear Flaka,

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. Do I understand correctly that your winnings have been cancelled and your deposit refunded due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful?

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. Thank you in advance for your reply.

Best regards,

Petronela

When I sent the first documentation that they asked me, they told me that my account was already verified that it will no longer be necessary to send the documentation again, then I got another email where they asked me to send more documents and the card in the same way I sent them, the days passed They put a limit to make the deposit and I had no response or the deposit much less that they did not accept my documents because they waited so long to tell me that my documents were not accepted and because they told me that the file of the card could not be opened if they gave me All the characteristics of her..when I saw the deposit I had no problems so that they accepted it because when I want to collect my earnings there are them I do not understand

I lost my deposit and I won those profits

Thank you, Flaka, for your reply. Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru?

IF I HAVE WHEN I SENT THE DOCUMENTS AND WHEN I REQUESTED REPORTS OF MY DEPOSIT

I ALREADY SEND THE EMAILS AND THE OTHERS I HAVE SAY THE SAME THAT MY QUERY WAS SENT TO THE CORRESPONDING DEPARTMENT THE CONVERSATIONS OF WHEN I SENT THE DOCUMENTS WERE THROUGH THE CHAT IN THE CASINO BUT I DON'T HAVE ACCESS TO THOSE BECAUSE MY ACCOUNT WAS BLOCKED

Thank you very much, Flaka, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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.

THANK YOU SO MUCH

Hello Flaka!

From now on, I will take care of your complaint. I would like to invite representatives of Vale Casino into this complaint in order to help us with the withdrawal issue.

They still do not answer or give an answer

The ones from the casino haven't answered yet and they don't even plow it, it's the same as they were in the casino.

with my account

We would like to ask Vale 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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

THEY WILL ONLY GIVE THAT ANSWER IT IS NOT FAIR WHAT THEY DO I WANT TO THINK THAT I AM NOT THE ONLY PERSON WHO FIGHTED WITH THIS CASINO EH LOOKED COMMENTS IN THE PUBLICATIONS THAT MAKE THE FACE THAT IT TAKES A LONG TO DEPOSIT IN THE ESTABLISHED TIME AND THAT IT DID NOT EVEN TAKE ANNOYANCE OF COMMENTS WHAT HAPPENED WITH THEIR DEPOSITS AND THAT THEY ALWAYS BLOCKED THEIR ACCOUNTS

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.