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I won the casino on the first deposit, I did the wagering correctly, and when I sent my ID for identification, they locked my account completely, so as not to give me the money obviously, they are fraudsters

Κέρδισα στο καζίνο με την πρώτη κατάθεση,έκανα σωστά το wagering,και όταν έστειλα την ταυτότητα μου για ταυτοποίηση,μου κλείδωσαν το λογαριασμό τελείως,για να μη μου δώσουν τα χρήματα προφανώς, είναι απατεώνες

Dear Tom,

Thanks for submitting your complaint and I’m sorry for your difficulties. First of all, I would like to ask if you aware of the maximum bet during the bonus play. Also, did you contact the casino asking about why they blocked your account? If yes, could you please forward any relevant communication between you and the casino to satrio.y@casino.guru? Please note that sometimes emails from casinos can end up in your spam folder, so make sure to check there, too. I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Satrio

I knew the bonus terms very well, I never exceeded 3 €, I knew how much it was, I contacted them by email, they never replied when I sent them over 5 emails, they didn't respond.

Γνώριζα πολύ καλά τους όρους του μπόνους,δεν ξεπέρασα ποτέ τα 3€,ήξερα πόσο είναι το μέγιστο,επικοινώνησα μαζί τους μέσω email,δε μου απάντησαν πότε,τους έχω στείλει πάνω από 5 μέιλ,δεν απαντάνε.

I had kept a screen shot, just in case

Είχα κρατήσει screen shot,για κάθε περίπτωση

Hi Tom,

Thanks for your reply. I have contacted the casino asking about this issue. And hopefully, they will get back to us soon.

Regards,

Hi Tom,

Please kindly check your email as we have an update on this case.

Regards,

Please send me instructions to fill out the form if I need to sign it, and if it is possible to resubmit the form, thank you very much for your interest.

Στείλτε μου οδηγίες παρακαλώ,για να συμπληρώσω την φόρμα αν χρειαστεί η να την υπογράψω,και αν γίνεται στείλτε ξανά την φόρμα σε καλύτερη μορφή, ευχαριστώ πάρα πολύ για το ενδιαφέρον σας.

Hi Tom,

I have resent you the form. Please check your email.

Many thanks

Hi Tom,

I have an update regarding this case. Please check the details in your email.

Regards,

Send me what I need to continue, thank you

Στείλε μου τι χρειάζεται για να συνεχίσω, ευχαριστώ

Hi Tom, I have sent you a feedback over the email. Many thanks

I've sent you an email, thank you.

Σας έχω στείλει μέιλ, ευχαριστώ.

Hi Tom,

I am wondering if you have an updates on this case? We are extending the timer by 7 days. Thank you in advance.

Best regards,

I've sent you an email and I'm waiting for directions

Σας έχω στείλει μέιλ και περιμένω οδηγίες

Hi Tom. 

Unfortunately, the casino refuses to share the evidence with us. We would like to examine the evidence that they collected, but for that, we need to have a Power of Attorney. The casino is not authorized to share with us your account history and other personal data, and the Power of Attorney with a notary signature and seal. Could you please fill the printed form of Power of Attorney and send it to satrio.y@casino.guru? We sent the form to you in the email. Then we can continue the complaint solving process.

Best regards,

Yes, I'll send it to you to continue the process, thank you.

Ναι ,θα σας το στείλω για να συνεχίσει η διαδικασία, ευχαριστώ.

Dear Tom,

I am wondering if you have sent the document to my email satrio.y@casino.guru? As I have not received them. Thank you in advance for your response.

Best regards,

I'll send it this week, thanks so much for your interest.

Θα το στείλω αυτή την εβδομάδα, ευχαριστώ πολύ για το ενδιαφέρον.

Dear Tom,

I am wondering if you have any updates? Many thanks

I'll send you the document in the next few days, thank you.

Τις επόμενες ημέρες θα σας στείλω το έγγραφο, ευχαριστώ.

Unfortunately, we’re forced to reject this case because the player failed to provide us the requirement to go through this complaint. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I have sent you the document you requested in my email, thank you very much for your help.

Σας έχω στείλει το έγγραφο που μου ζητήσατε στο μέιλ, ευχαριστώ πολύ για τη βοήθεια.

Dear Tom,

Thank you for sending us the letter. The casino gets back to us and shared with us all the evidence, that the document you have submitted during the verification process is mismatched with the information you filled in the casino profile. In this case, it violated the casino terms and conditions. Also, this action has been determined as fraudulent activity and threat of money anti-laundering policy violation by the casino.

"5.2. Your name on Your Account must match your true and legal name and identity. To verify your identity, the Company reserves the right to request at any time satisfactory proof of identity (including but not limited to copies of a valid passport / identity card and/or any payment cards used). Failure to supply such documentation may result in suspension of the account or withdraw refusal."

Tom, I am very sorry that I could not help you any further than to reject this complaint. I can only recommend you read the casino terms and conditions carefully before you agree and register in the casino.

Best regards,

Satrio

Yes I sent the wrong document at the beginning of the mistake and then the correct one, that is my identity.

Ναι έστειλα λάθος έγγραφο στην αρχή εκ παραδρομής και μετά το σωστό, δηλαδή την ταυτότητα μου.

Dear Tom,

I am afraid that the casino decision is final. It is strictly forbidden in every casino to use somebody’s else Identity card. I am sorry for your situation. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions than to reject this complaint. 

Best regards,