The player from Germany had experienced an unexpected account suspension and was unsure of the cause. The Complaints Team had reached out to the player asking for additional information to better understand the situation and had proposed extending the timeline for a response. However, due to the lack of response from the player to the team's messages and questions, the complaint had been rejected. The team had been unable to proceed with any further investigation or provide potential solutions without the necessary information from the player.
Wildz Casino DE - Player's account unexpectedly suspended.
Amount: €500
Wildz Casino DE
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
Translation
They locked my account yesterday and I don't even know why
Automatic translation:
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11 months ago
Dear refischs,
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 how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- 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 as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Dear refischs,
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.
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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
