The player from Portugal had the account deactivated after depositing funds. No further explanation was provided. We rejected the complaint because the player didn't respond to our messages and questions.
Deactivated the account, without justification after making a deposit, and do not respond to emails
Dear Fersousa,
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. Have you activated any promotional offer when depositing funds in to your account? Was this your first deposit? Lastly, have you completed the account verification successfully in the past? 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
Bom dia
A resposta do casino foi esta:
Hello,
Thank you for contacting us!
We are sorry for any inconvenience, but this is the Management decision.
Please refer to the following rules in our Terms and Conditions:
2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.
Have a great day!
Thank you very much, Fersousa, for your reply. Are there any funds being held by the casino? What has happened to your deposited funds? Did you play them or they’ll be refunded?
I received the reply via email, that the funds would be sent to the bank account, however I wait ...
I'll send feedback again.
Thank you for your attention.
Best regards
Fernando ***