Bingo Storm Casino - プレイヤーのアカウントは閉鎖されました。

They have blocked my account and are refusing to give me my £250 balance back citing " irregular betting patterns ", I did nothing wrong.

I deposited and played my deposit on their slots each day to spin the daily wheel for a few weeks.

They have also done the same on winkslots for £175.

Dear dominicbrookes,

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. 

Did you accumulate your winnings with or without an active bonus?

Has the casino provided you with a more specific reason for closing your account?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

e-mailed

Dear dominicbrookes, I haven't received your email. Did you send it from the same email address you provided here?

I'm so sorry, I have just noticed I put dominka rather than dominika. I will send again now.

Thanks

I have re sent what I incorrectly sent last time now. Thanks again.

Thank you very much, dominicbrookes, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you dominicbrookes for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bingo Storm Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

I think I might have gotten my money after making a formal complaint. They said that I still violated their terms and they were in their right to keep my money but also said " All this being said, in the interest of closing this case so that both parties may be satisfied your balance of ---.-- GBP has been withdrawn on your behalf today and sent to our Payments team for processing"

I haven't received the money yet so I don't want to close this thread just yet but I have been told my balance was withdrawn back to me so I will know soon enough.

Thanks

EDIT: money now received, can close thread now.

Thanks again

Dear dominicbrookes,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter