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

I requested a withdrawal from the casino and submitted all the necessary KYC documents. Then my account was closed and I no longer have access. My emails are not being answered.

Ich habe bei dem Casino eine Auszahlung bei dem Casino beantragt und alle nötigen KYC Dokumente eingereicht. Dann wurde mein Konto geschlossen und ich habe keinen Zugriff mehr. Auf meine Emails wird nicht reagiert.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• When exactly did you submit a withdrawal request from this casino?
• Have you made any successful withdrawals from this casino before?
• Which documents have you sent to the casino for the KYC verification? Have any of your documents been approved?
• What types of games did you play to accumulate your winnings?

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

Dear Mrlois147,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru