EuroCasino - プレイヤーのアカウントがブロックされました。

At the beginning of the month casino has closed my account and voided my winnings with such a message:

"Your account was subject to an in-depth review and in accordance with our general terms and conditions in point 12.1. it was decided that you will not qualify for any further bonuses or promotions in the future. We would also like to inform you that the decision was also made to keep your winnings and your deposit was then refunded."

I was never informed about the details of this review and I feel that it is not fair. I would like to get a more clear explanation of what exactly happened (with proofs!!) or to get my money

Dear Camila,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.eurocasino.com/en/terms-of-use/:

„Bonuses

12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address."

Please understand that casino can close any account for any breach or suspected breach of the agreement:

"8.2 We can suspend or close your account for any breach or suspected breach of this Agreement or other valid reason. Upon closure of Your Account, the full balance in Your Account will be paid to you unless there is a reason for such funds to be withheld."

Could you please advise if you have received any deposit back? Thank you in advance for your reply.

Best regards,

Petronela

Dear Camila,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.