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Dear Natatkas,

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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Are there any funds being held by the casino?

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 this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hello again, thank you for your feedback and I will tell you that the account was registered in March 2021, I played only slots without a live casino and sports betting. Verification was successful with the Skrill e-wallet binding. At the moment, there are no funds in the wallet, but I I would like to either restore or find out what are all the same problems with account blocking. "

Additional comments from the player:

"Здравствуйте ещё раз благодарю за отзыв и скажу Вам что аккаунт был зарегистрирован в Марте месяца 2021 года играла только в слоты без живого казино и ставок на спорт.Веррификация была пройдена успешно с подвязкой электронного кошелька Скрилл.На данный момент средств на кошельке нет но я бы хотела либо восстановить либо узнать в чем же все таки проблемам блокировки аккаунта."

Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

If no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Additional comments from the player:

"Hello. I registered my account in March 2021, all stages of the verification were successful with the Skrill e-wallet binding. What about games only in bay bonus slots. At the moment, there are no funds on the game account. Support does not say the reasons for blocking the account."

Additional comments from the player:

"Здравствуйте.Свой счёт зарегистрировала в Марте 2021 года все этапы вереффикации прошли успешно с подвязкой электронного кошелька Skrill.Что на счёт игр только в слоты bay bonus.На данный момент на игровом счету средств нет.Поддержка не говорит причины блокировки аккаунта."

Since there are no funds being held by the casino and after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.