Ace Lucky Casino - プレイヤーのアカウントはブロックされています。

I created a new account in the casino and made a deposit of £150. Just as I was trying to load up a game, the game froze. Then I noticed I was logged out so I tried to login again. Upon trying, I received a message saying "Your account has been temporarily disabled for security reasons." (I will attach a screenshot). I shortly received an email that stated several possible reasons such as:

Self-exclusion/Cool-off period

Attempt to log in from a restricted IP/ location

Multiple failed log in attempts

Failure to pass KYC/Due Diligence/Age Verification

Invalid registration credentials provided

Registering duplicate accounts

Other

Unless it's the "Other" section I believe none of the reasons apply. However, they should provide more information in that case. I tried to access their Live Chat, but it didn't work (could just be my browser though). Next I sent them an email, asking for explanation. More than 24 hours on a workday have elapsed and I haven't received a response. I would normally wait 2-3 days for a response, but here I feel they should at least give me more information asap. since they kept £150 of my deposited cash and I'm unable to play with it or at least withdraw it back.

Dear Mirek.Sazkar,

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 played any of your deposited funds, or they’re still untouched inside your account? Have you been asked to verify your account before a refund can be processed or your account has been blocked without any further explanation?

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

thank you for your reply. Regarding your questions:

The deposited funds are still untouched in my account.

I haven't been asked to verify. I only received the email the screenshot of which I attached yesterday and there was no further explanation or communication from the casino.

Thank you and best regards,

Miroslav

Dear Petronela,

I just want to update you that the £150 has just been returned to my bank account.

There was no communication from the casino, but I believe the main issue has been solved and I'm fine just looking for a different casino.

So unless you believe it's important to find out why they closed my account, you can close this case.

Thank you and best regards,

Miroslav

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Miroslav, for your confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru