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

Hello,

i won 400 pounds on this casino.

and the requested all my document.

all submitted and when the money was pending.

the account got closed with no reason and no explanation.

Dear Dalnav,

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 any confirmation regarding successful verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

no I always declined bonus.

it made 2 deposit of 30 pounds and I won after the second deposit.

thanks

Thank you very much Dalnav for your reply. Could you please advise if you passed the verification before you were blocked?

Hello Kristina,

Yes I did and they even made sign a document recognising that I made those deposit.

Thank you very much Dalnav for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Dalnav,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BillionVegas Casino to join the conversation and participate in the resolution of this complaint.

Dear BillionVegas Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Dear Dalnav,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask BillionVegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear Dalnav,

I have tried to contact the casino repeatedly but had no success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I am sorry I could not be of more help on this occasion.

Best regards,

Adam