Las Americas Casino - 出金リクエスト後にプレーヤーのアカウントがブロックされました。

On 07.07 I make registration on casino. On 10.07 I make withdraw re`quest. Then I must verify my account, but they don't verify it until 26.07 when my account was succefully verified, But when I want to put new withdraw request I can't login in my account, becaute it was blocked... I write them many emails, but they didn't answet on them...

Hello sneja_hs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Las Americas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

On 07.08 I received email that my account is fully verified.

My winnings are made without bonus. I write them 5+ emails, but they not answer me. I write them on live chat, but there they says me only to write them emails and wait...

Thank you sneja_hs for all the information provided. As your account got verified but the withdrawal was not processed yet and your account was closed without any information provided from the casino, I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on and will try to get in touch with the casino to gather more information regarding your case.

Wish you best luck resolving it.

Regards,

Nick

Hello, sneja_hs!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team