Manga Casino - 書類上の紛争により、プレイヤーのアカウントが閉鎖されました。

The casino accused me of uploading fake documents, which is absolutely not true.

My account was closed and my winnings were withheld. I played through the bonus normally and wanted to withdraw, then I had to submit documents. They won't tell me which documents they consider to be fake. Support isn't responding, and the live chat refers to the final decision of the responsible team.

Das Casino hat mir vorgeworfen, gefälschte Dokumente hochgeladen zu haben, was absolut nicht stimmt.

Das Konto wurde geschlossen und die Gewinne einbehalten. Ich habe ganz normal den Bonus freigespielt und wollte auszahlen und musste dann Dokumente einreichen. Welche Dokumente laut ihnen gefälscht sind, wollen sie mir nicht sagen. Der Support antwortet mir nicht, der Live Chat verweist auf die endgültige Entscheidung des zuständigen Teams.

Dear KayraKablan,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.l@casino.guru.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or a screenshot of the bonus along with its specific terms and conditions.

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

Best regards

Veronika