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

I tried to withdraw €500 and my account was suddenly under "investigation". There has been no reply to any emails for two weeks.

There was no problem when i was losing oney only when i tried to withdraw winnings.

Hello mahargnoslocin,

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

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified. It was real money not bonus. I have had no problems in the past with them. I have been trying to email but have had no reply. The last email was sent on 22 august

Thank you mahargnoslocin for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, mahargnoslocin,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Intense's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Intense Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his casino account been blocked? What is the estimated time frame for finishing the investigation? How will he be informed about the results?

Thank you in advance for providing the information.

Hello,

We are very sorry for the inconvenience caused by this investigation.

Our compliance service noticed that they are Multi-users on the same IP, and freezing the account of the players for an investigation is the procedure in this kind of case.

The support team informed us that you've been asked to send them a picture of yourself holding your ID in order to confirm your identity and move on with the investigation.

Once the compliance team clears you, you'll be able to make your withdrawal.

Thank you for your understanding.

Best regards,

Casino Intense

Photo had been supplied. Still awaiting response

Greetings all,

Thank you both for the updates and information.

Dear mahargnoslocin,

Could you please inform us about the news once you receive a response from the casino regarding the additional verification?

Finally received withdrawel. Only happened after you contacted casin. Thanks very much.

Great news! Thank you, mahargnoslocin, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. 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.

Thank you too, Casino Intense Team, for your cooperation.

Best regards,

Branislav, Casino.guru