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

Please help. On the 22/04, I opened an account with captain slots and made a deposit of 1220 euros. I played a few crash games on Aviator game and got my balance to 1460 euros and I contacted support and asked if I needed to verify my account as I would like to withdraw my balance. The support said to go to withdrawal section and withdraw my money which I did and they said after 24 hours withdrawal will be processed. I check my bank account today 24 hours after and I haven't received any money.

Today I tried to log back into my casino account and they had locked my account due to gambling addiction. I don't understand this at all. I opened my account deposited money and withdrew. They said they are reviewing my account but cannot provide reason why or provide me a time on how long this review will take. Please help me I want my money withdrawn!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever requested self-exclusion from this casino, or expressed any concerns about your gambling habits when communicating with customer support?
• Did you activate any bonuses with your deposit?
• Did you make a single deposit of €1,220, or several smaller deposits totaling this amount?
• Did you play any games other than Aviator to accumulate the winnings you are trying to withdraw?

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

Best regards

Veronika

1. I confirm that I have never requested self-exclusion from the casino, nor have I expressed any concerns about my gambling habits in any communication with customer support.
2. I confirm that I did not activate or use any bonuses in connection with my deposit.
3. I confirm that I made a single deposit of €1,220, rather than multiple smaller deposits totaling this amount.
4. I confirm that I did not play any games other than Aviator to accumulate the winnings I am attempting to withdraw. 

Thank you for your responses. Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the review of your account at veronika.f@casino.guru. These can be screenshots, emails, or chat transcripts. I appreciate your patience and cooperation.

Dear p.chassagnac,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.