The player from Argentina requested a withdrawal, but then his account has been closed. The player received his withdrawal.
Hi, make a deposit of 10 euros and win, then I made my first refund request for 250 euros on 1/5/21 and it was denied by a protocol that selects accounts at random supposedly on 1/12/21, that same day day I made another request but this time for 240 euros and on the 19th they tell me that for the 26th they will define my refund.
And what happened today was that I tried to enter my account and they said that it was disabled, and that I contact them by email. Which I do today and they tell me that they closed my account due to various inconsistencies and that the decision is irrevocable.
For which I send an email asking why and what will happen to the money that was in my account if they are going to pay me or not?
So far they have not responded.
I hope you can help me solve this problem.
Dear Arquinfi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly from the screenshots you attached to this complaint that you passed the KYC? Please, could you specify whether you have accumulated winnings from a bonus play, or with your real money only?
Please forward the relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Good thanks for your help, the winnings you accumulate are real money. Before depositing I did play free spins and bonus money but when I made the deposit I had no bonus credit.
Good a while ago I received this email from the Casino, I send capture.