Avalon78 Casino - プレイヤーのアカウントがブロックされました。

Ive registered and player 1 day at the casino. I managed to win 700 euro so I ask for a withdraw. Next morning I saw my withdraw was declined and I had to upload documents to verify my account.

I wanted to login my account but it was blocked without any explanation.

I asked chat support but they do not tell me anything they just tell me to email support. But they are not responding.

I want my balance refunded. I did not break any T&C. Did not play with any bonus or duplicate accounts etc.

Hello Sabine1984,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Avalon78 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for opening my case.

I registered yesterday and deposit like 250 eur and managed to make it 700 euro. Then I withdraw the money.

Today this morning I saw that they declined my withdraw at night and send me a email to provide them documents.

I tried to login to my account ..so I could upload the files as it said in the email but it was blocked. I got on chat suppert asking what was going on. They said relevant department closed my account for good and will not be opened. I could send an email to support. I did 4/5 times. No answer and chat support doesnt want to say anything at all.

So the casino blocked my account after my withdraw request and my money is still on my account. But they dont respond. I want my account balance refunded to me.

And my last chat log with the casino showing my account is banned.

Thank you Sabine1984 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Its resolved. So case can be closed.

Hello, Sabine,

Thank you very much for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you managed to resolve it. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru