W Casino - プレイヤーのアカウントがブロックされました。

I have account from 6 months on this casino and played tournaments there. I am verified and I have previous withdraws, but on 16.07 they send me that email:

Hello! Snezhana,

User: s*****s

Your account now is closed, that could be for many reason:

You did by yourself

You did a request by Live Support

You did a request by email

Other reason

If you don't want closed your account and think that was a mistake, go to Live Support immediately.

Best Regards,

Wcasino NET

After that I send them emails on 16.07 and 04.08 for reason to close my account and how I can withdraw my money from them, but I still don't have answer from them.... I write couple of times on them live chat and they always says to me to wait...

Dear sneja_hs,

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 if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

My account is verified.

I played slot tournamets.

I never used a bonus.

I don't have communication with them, because I never receive answer from them.

Thank you very much, sneja_hs, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, sneja_hs,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite W Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear W Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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’.

Dear Casino Guru Team,

The security department evaluated the player's plays and the account was closed for irregular plays.

We reserve the right, at our discretion, to close an account if we are not satisfied with the results of any security review.

However, we reopened the account so the player can request the withdrawal of her balance. After that, we will close it again. 

Sorry for the inconvenience,

Best Regards

Support

Wcasino NET

Thank you, W Casino Team, for the explanation and update.

Dear sneja_hs,

Can you please confirm your casino account was reactivated and that a withdrawal of your remaining balance was already processed?

Yes I confirm that I received my remaining balance

Thank you, sneja_hs, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. The casino has the right to stop providing its services to a player and close their account anytime. If the remaining balance was paid out, we accept its decision and consider the complaint resolved.

As the issue has been successfully resolved, we 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.

Thank you, W Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru