Generation VIP Casino - プレイヤーのアカウントがブロックされているようです。

I joined this casino just last week and won £300 which I requested to withdraw. When verification of my e mail was requested automatic fill from Google entered my wife's old email (deceased) but she had been a member of gamstop. My account showed when I tried to log in closed at my request.when I queried it they asked me had I ever been a member of Gamstop. I explained no but my wife had been years ago but received no response and now any e mail is coming back undeliverable. Can the casino keep my winnings? won fairly without any bonus involved. It seems they have blocked me.

Can you help please

Dear warburtonpeter01,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I kindly request your assistance with providing some additional information. Firstly, could you please confirm whether you have previously registered with Gamstop? This information will help us to better understand the context of the situation.

Furthermore, I would also like to inquire about the time frame of your wife's account activity. Specifically, when was the account last active?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello,

My wife joined Gamstop 2018/2019 for 12 months. She never applied to leave Gamstop so ban would still be active Sorry forgot to add I've never been on Gamstop

Thank you very much, warburtonpeter01, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Greetings all,

Based on the information received from the complainant via email, we would like to update the status of this complaint.

"Hello Branislav,

I am very pleased to let you know I have received my £300 today into my bank account plus £70 from hey spin another casino who had refused, after approving documents to pay me my winnings, and they had also blocked me giving me no outlet to query with them. I am not sure if these two casino's are connected but I feel sure without your help I would never have received any winnings from either of them

Thank you again

Kind regards 

Peter W*******n 

Thank you again"

Great news! Thank you very much, Peter, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the payment from another casino, we do not have a confirmation about their connection, so I am not able to confirm or deny it. Maybe it was just a coincidence.

Best regards,

Branislav, Casino.guru