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hello, i deposited and played in this casino 2 months ago. I then got a cashback of 91 euros. I logged in and wanted to play. It didn't work and I was told in the chat that my account was blocked for security reasons. I will be notified immediately when everything is done. They said 1 to 2 days. that was 2 months ago. with inquiries always the same saying. you don't know anymore and I will be informed.

hallo, ich habe vor 2 monaten in diesem casino einbezahlt und auch gespielt. ich bekam dann ein chashback von 91 euro. habe mich eingeloggt und wollte spielen. es ging nicht und im chat teilte man mir mit, daß mein konto aus sicherheitsgründen gesperrt wurde. ich werde sofort benachrichtigt wenn alles erledigt ist. 1 bis 2 tage haben sie gesagt. das war vor 2 monaten. bei nachfragen immer der selbe spruch. man wisse nicht mehr und ich werde benachrichtigt.

Dear franztheuerw,

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 received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offers from this casino in the past? How long ago you have created your account?

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 franztheuerw,

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.

Additional comments from the player:

"Hi, I opened the account about 4 months ago.

have claimed and fulfilled a bonus.

my account has been verified.

I was credited with the cashback bonus and when I claimed it it was canceled again.

I asked in chat and since then my account has been blocked."

Additional comments from the player:

"hallo, ich öffnete das konto vor etwa 4 monaten.

habe eine bonus beansprucht und auch erfüllt.

mein konto wurde verifiziert.

mir wurde der cashback bonus gutgeschrieben und als ich ihn beanspruchte wurde er wieder storniert.

ich habe im chat nachgefragt und seitdem ist mein konto gesperrt."

Dear franztheuerw,

Could you please advise if you have received winnings from your first claimed bonus? Are there any funds being held other than the cashback?

Hello, I had requested a payment of 2000 euros. it was reduced to 500 euros because of the max payout with bonus. I then played down the 500 euros.

so no other money except cashback withheld. I don't know more because my account is still blocked.

Mfg French

hallo, ich hatte eine auszahlung von 2000 euro beantragt. die wurde mir auf 500 euro gekürzt wegen der max auszahlung mit bonus. die 500 euro habe ich dann runtergespielt.

also keine anderen gelder ausser cashback einbehalten. mehr weiß ich nicht, da ja mein konto noch immer gesperrt ist.

mfg franz

I see. Please understand that if there are no other funds than the promotional ones being held by casino there is not much we can do for you. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

I understand that having the account blocked without knowing why might be frustrating but sadly, there is not much we can help you with.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear franztheuerw,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now reject this complaint. Thank you for your understanding.