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I made a deposit and won an amount which I bet again and lost. I made another deposit and won €700, they let me withdraw €270 that would take 7 days to send and during that time they blocked my account, I could not enter again, I did not receive the withdrawal, they do not answer emails or telephone or live chat, I entered and win legally, and now I feel very helpless of not being able to do anything and they act unfairly. Thank you

Hice un depósito y gane una cantidad la cual volví a apostar y perdí. Hice otro depósito y gane 700€ , me dejaron retirar 270€ que tardarían 7 días en enviar y ese transcurso me bloquearon la cuenta, no pude volver a entrar, la retirada no la recibí, no contestan correos ni teléfono ni chat en vivo, ingresé y gane legalmente , y ahora siento mucha impotencia de no poder hacer nada y ellos actúen injustamente. Gracias

Hello Vsp139,

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 since when is your account fully verified? 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? Did they specify the reason of the account block?

Looking forward to your answer.

Regards,

Nick

Hello, I don't know when the account is open but it's been over a year for sure. I played with real money and it came out in my money balance. The last time they spoke it was because I couldn't get into my account but the online chat was still working and they fixed it for me. I had two withdrawals between April and May and that was fine, but when I won this prize with real money of €700 (which is likely if you play a slot machine) after making the withdrawal of €270 I could no longer contact them in any way and I get a sign that your account was blocked by security, I sent an email to unlock it, but they don't do it in any way after having sent several emails. I don't know what else I could provide you with, last Monday I should have received the €270 and been able to make another withdrawal of the €430 that I had left in my balance. Many thanks for everything

Hola , la cuenta no se de cuando está abierta pero más de un año seguro. Jugué con dinero real y salía en mi saldo de dinero. La última vez que se habló fue porque no podía entrar en mi cuenta pero aún funcionaba el chat en línea y me.lo arreglaron. Tuve dos reintegros entre abril y mayo y bien, pero al ganar este premio con dinero real de 700€ ( cosa que es probable si juegas en una tragaperras ) pues después de hacer el retiro de 270€ ya no pude contactar con ellos de ningún modo y me sale cartel de su cuenta fue bloqueada por seguridad mandé correo para desbloquear , pero de ningún modo lo hacen después de haber mandado varios emails. No se qué más podría facilitarles, el lunes pasado debería haber recibido los 270€ y haber podido hacer otra retirada de los 430€ que me quedaban en saldo. Muchas gracias por todo

Also tell them that at no time did they communicate anything to me, they blocked and that's it, until today I don't know anything about them and my withdrawal did not arrive. Thank you

También decirles que en ningún momento me comunicaron nada de nada , bloquearon y ya está , hasta hoy no se nada de ellos y mi retirada no llego. Gracias

Hello, I wanted to correct the withdrawal amount, it was €230 and I received it today, but my account is still blocked with a balance of €470. Thank you

Hola, quería rectificar la cantidad de retirada , fue 230€ y los he recibido hoy, pero mi cuenta sigue bloqueada con 470€ de saldo. Gracias

Hello Vsp139,

Did you have any other pending withdrawals? Did the casino contact you regarding the remaining balance?

Hello, I didn't have another pending withdrawal because they only let me withdraw €230 of the €700 I had in the account, now it's still blocked with a balance of €470 and they still haven't given me an answer or solution. Thank you

Hola , no tenía otro retiro pendiente porque solo me dejaron retirar 230€ de los 700€ que tenía en la cuenta, ahora sigue bloqueada con 470€ de saldo y ellos siguen sin darme respuesta ni solución. Gracias

Thank you Vsp139 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Vsp139,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Intense representative to join this conversation and participate in resolving this complaint.

Dear Casino Intense,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much for your help

Muchísimas gracias por su ayuda

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, I lose my hopes before this intense casino injustice, I did not expect this unfortunate ending. We wait these 7 days with faith. Thanks for everything to casino guru

Gracias, pierdo mis esperanzas ante está injusticia de casino intense, no esperaba este lamentable final . Esperamos estos 7 días con fe. Gracias por todo a casino guru

Time is up, I give up my money, thanks for the help and I hope they put a solution to these casinos shamelessly scamming a person without any explanation. Greetings

Se acabó el tiempo, doy por perdido mi dinero, gracias por la ayuda y espero pongan solución a estos casinos sin pudor a estafar a una persona sin explicación alguna. Saludos

Dear Vsp139,

I contacted the casino again and will extend the timer for another three days.

Your patience is much appreciated.

Kind regards,

Stefan

Thank you very much for everything

Muchísimas gracias por todo

Dear Vsp139,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru