SlotMonster Casino - プレイヤーの支払いが遅れ、アカウントが閉鎖されました。

I would like to raise an issue regarding my withdrawal of €1320. The payout was on "pending" for 4 days and was then returned to my account without giving reasons. I then contacted me via the live chat, which was only accessible via mobile phone because the chat did not work on the computer. In this chat, I described the situation in detail, after which my account was closed without warning. I used the chat again several times, but always only received automated answers that did not address my concern. I would like to emphasize that I: Didn't use a bonus Have not violated any rules of the provider Since I have not received a clear explanation or a solution to my problem, I ask for clarification as soon as possible. I want to know why my payout was charged back and why my account was closed.

Dear Neo_23,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re facing with your withdrawal and account closure. In order to better understand your case and proceed with our investigation, could you please provide the following details?

• Did you receive any emails from the casino regarding the withdrawal being returned or the account closure? If so, could you share the content of those messages?
• Have you attempted to withdraw funds before, or was this your first withdrawal request?
• Were you asked to provide any verification documents before or after the withdrawal request? If so, what documents did they request, and did you submit them?
• Have you contacted the casino through any other channels (such as email) besides live chat? If so, what responses did you receive?
• Do you still have access to your account, or has it been completely restricted?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino, such as emails or screenshots, please feel free to forward them 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