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I already paid out 3 times 3 weeks ago and won 9000 try + 3000 try + 9200 try first 2 has been paid out to my account but the last 9200try has not yet been paid out you have blocked my account I cannot log in and I cannot do anything have contact still live chat they tell me the money is not yet approved for withdrawing and I asked why my account is blocked? tell me that comes from menagement for no reason can you help me thank you ...

ich habe schon vor 3 woche 3 mal ausgezahlt habe gewonnen 9000 try+3000 try+9200 try erste 2 ist ausgezahlt auf mein konto aber das letzte 9200try ist noch nicht ausgezahlt sie haben meine konto gesperrt ich kann nicht einloggen und kann ich nichts machen habe kontakt immer noch livechat sie sagen mir das geld noch nicht genehmigt ist für auszahlen und ich habe gefragt warum meine konto ist gesperrt?sagen sie mir das kommt von menagement ohne grund können sie mir helfen danke schön...

Additional comments from the player:

"my problem is i got blocked. I won, made 2 payouts 9200try and 3000try they paid me 3000try and 9200try didn't pay me. They blocked me for no reason. Can you help me???"

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? Do I understand correctly that you have received first two payments?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

that was without a bonus that is my money and first 2 payouts 9000try + 3000 try you paid me but the 3rd payout is 9200try still not paid tell me the money not yet genemight from management teams the casino contact tell me you will come back 11-4am

das war ohne bonus das ist mein geld und erste 2auszahlungen 9000try+3000 try sie haben mir ausgezahlt aber 3.auszahlung ist 9200try immer noch nicht bezahlt sagen mir jedesmal das geld noch nicht genemight von menagementteams das casino kontakt sagen mir kommen sie wieder 11-4uhr

Thank you for your help, they transferred the money to me today🙂but my account is still blocked ..

danke schön für ihre hilfe die haben heute das geld mir überwiesen🙂aber mein konto ist weiterhin blockiert..

Hello,

Thank you very much for the update. I’m happy to hear you have received all the payments successfully. Did you receive any explanation from the casino why your account remains blocked? 

no, i didn't get any information why my account is blocked you didn't give me an answer about it ..

nein ich habe keine info gekriegt warum mein konto gespert ist sie haben mir keine antwort gegeben darüber..

Please understand that casino has right to close your account at any time without prior notice. This is what I found in general terms and conditions https://www.exclusivebet.com/TermsConditions:

"12.2. We reserve the right to close your account at any time."

"17.2.3.    close Your Account with or without prior notice from us."

The most important thing is that you have received all your winnings and your problem has been resolved. Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Casinodady,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will mark this case as resolved.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Even if the account was closed, the player has received all her winnings.

Casinodady, please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru