Ares Casino - プレイヤーのアカウントがブロックされました。

I deposited £100 and took a deposit bonus of 500% which left a balance of £600, I wagered more than the £25000 which is what was said on the website and the website said the wagering was complete and the withdrawal balance was £400, I made the withdrawal on 16th June and contacted them twice to find out how long it would take as the amount was pending, today on 29th June I tried to login to my account but it was denied and when I contacted them they said they had no account under my name or email, after sending a fea screen shots they found an account and said it was closed due to bonus abusing, not even an email to say this so they have basically stolen my money and closed my account

Dear James,

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 other promotional offer in the past in this casino? Have you completed KYC account verification successfully? 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

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.