Casino Barcelona - Se ha cerrado la cuenta del jugador.

My case is the following, I registered a month ago and I have not played, a week ago I deposited 50 euros and sent all the verification documents (ID, selfie, PayPal account with which I make the deposit and internet invoice) by mail for your check. That afternoon I start playing a slot and I get about 500 euros and I start playing roulette and I get another 500 in total, with 50 euros I get 1000 euros. I leave, I go to work and I receive an email that my account has been suspended that puts me in contact with support for more information. I have sent them again all the documentation and 6 or 7 emails telling them that what has happened that they do not let me enter the account and that I have 1000 euros that they give me that is my money. To which I do not receive any reply and a week has passed and they no longer reply to the emails or anything. What I can do ?

Thank you so much for your help.

Mi caso es el siguiente, me registro hace un mes y no juego, hace una semana deposito 50 euros y mando todos los documentos de verificación (dni, selfie, cuenta PayPal con la que hago el depósito y factura de internet) por correo para su verificación. Esa tarde me pongo a jugar a una slot y me tocan unos 500 euros y me pongo a jugar en la ruleta y me tocan otros 500 en total, con 50 euros me pongo en 1000 euros. Me salgo, me voy a trabajar y recibo un correo que me han suspendido la cuenta que me ponga en contacto con soporte para más información. Les he mandado otra vez toda la documentación y 6 o 7 correos diciéndoles que que ha pasado que no me deja entrar en la cuenta y que tengo 1000 euros que me los den que es mi dinero. A lo que no recibo contestación alguna y ha pasado una semana y ya no me contestan a los correos ni nada. Que puedo hacer ?

Mil gracias por la ayuda.

Dear Enkrny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Could you please confirm you provided all the required documents? Do I understand correctly that you haven't received any explanation from the casino regarding this situation?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Yes, I did send all the documentation and on several occasions I have written to you and I have not received a response. I have sent several emails during this week and nothing. The last thing I received was an email saying, your account has been suspended. Contact support to fix the problem.

I understand that they have to verify the identity and that but what I do not understand is that they do not respond for 8 days to the emails and they have me without knowing anything about my money.

Thanks a lot.

Si, efectivamente envié toda la documentación y en varias ocasiones les he escrito y no recibo respuesta. He mandado varios correos durante esta semana y nada. Lo último que recibí fue un correo en el que me ponía, su cuenta ha sido suspendida. Póngase en contacto con soporte para solucionar el problema.

Entiendo que tengan que verificar la identidad y eso pero lo que no entiendo es que no respondan durante 8 días ya a los email y me tengan sin saber nada de mi dinero.

Muchas gracias.

Your gaming account has been suspended.

For more information, you can contact us via email soporte@casinobarcelona.es.

That was the last email I have from you.

Tu cuenta de juego se ha suspendido.

Para más información, puedes contactar con nosotros a través del correo electrónico soporte@casinobarcelona.es.

Ese fue el último correo que tengo por su parte.

Good evening, I still do not receive any response from you. I have two missed calls from a number that I don't know what it is. I don't know if they were the ones who caught me working. I call and no one picks it up, they keep passing me by by email.

Let's see if something can be fixed because this is a shame.

Casino Barcelona this is not serious.

Buenas noches, sigo sin recibir respuesta alguna por su parte tengo dos llamadas perdidas de un número que no se cual es no sé si serán ellos que me pilló trabajando. Llamo y no me lo coge nadie, por correo electrónico siguen pasando de mi.

A ver si se puede solucionar algo porque esto es una vergüenza.

Casino Barcelona esto no es serio.

Thank you very much Enkrny for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Enkrny,

I looked at your complaint and will do my best to help you. I would like to invite Casino Barcelona into this conversation. Casino, can you please specify why did you block the player’s account?

Yes, let's see if they answer here. I find it outrageous that customer service is not even able to clarify anything and goes on answering emails.

Si a ver si por aquí contestan. Me parece una barbaridad que el servicio de atención al cliente no sean capaces ni de aclarar nada y pasen de contestar a los email.

I sent:

Selfies with my ID, invoice, ID on both sides, PayPal ownership if they do not open my account it is because they do not want and do not want to pay me my money. And the question of not answering that casino Barcelona explains why they do not answer the emails if the support team is supposed to be from Monday to Sunday from 9 in the morning to 9 at night.

He enviado:

Selfies con mi DNI, factura, DNI por ambas caras, titularidad de PayPal si no me abren la cuenta es porque no quieren y no me quieren pagar mi dinero. Y lo de no contestar que lo explique casino Barcelona por qué no contestan a los email si se supone que están de lunes a domingo de 9 de la mañana a 9 de la noche el equipo de soporte.

They just put this on me, they called me on the 31st and I was working. His message after all instead of clarifying anything is the following:

Hello enkrny77,

We have tried to contact you but have had no luck. We will keep trying in the coming days.

Greetings and happy new year

Me acaban de poner esto, me llamaron el día 31 y estaba trabajando. Su mensaje después de todo en vez de aclarar nada es el siguiente:

Hola enkrny77,

Hemos intentado contactarte pero no ha habido suerte. Seguiremos intentándolo en los próximos días. 

Saludos y feliz año

Hello Enkrny77, we did call you last Friday and we will call you again in the next few days to complete your verification.

Thank you for your patience!

Hola Enkrny77, efectivamente te llamamos el pasado viernes y te volveremos a llamar durante los próximos días para completar tu verificación.

¡Gracias por tu paciencia!

Give me a phone number to call myself. Since if I work I can't be taking it.

In addition, regardless of this, could you clarify why my account is blocked and why do you not reply to customer emails?

Darme un número de teléfono para llamar yo. Ya que si trabajo no puedo estar cogiendolo.

Además independientemente de ello podríais aclarar el por qué del bloqueo de mi cuenta y por qué no contestais a los email de los clientes?

And of course also answer why the account was blocked for no reason since I sent all the identification documentation. You only do the phone thing because I was making money.

Y por supuesto también contestar al por qué del bloqueo de la cuenta sin motivo alguno ya que mandé toda la documentación de identificación. Lo del teléfono solo lo hacéis porque estaba ganando dinero.

I hope this shows in the reputation of this casino and I will make sure to spread it properly. Since I need the prize money that I win and I cannot withdraw it. And to the withdrawal requests that I have made via e-mail, you do not pay any attention.

Espero que esto conste en la reputación de este casino y me aseguraré de difundirlo como es debido. Ya que yo necesito el dinero del premio que gane y no puedo retirarlo. Y a las solicitudes de retiro que he realizado vía e-mail no le hacéis ni caso.

They just sent me this:

Good afternoon,

We inform you that we have proceeded to the precautionary suspension of your user account for security reasons.

We have tried to contact you on several occasions and have received no response.

In order to verify your gaming account, it will be necessary for you to reply to this email, indicating a time slot in which we can reach you.

We look forward.

We are at your disposal from Monday to Sunday on the free phone: 900 354 354 from 10:00 a.m. to 10:00 p.m.

Sincerely,

Customer service

Casino Barcelona Online

Play Responsibly.

Me acaban de mandar esto:

Buenas tardes,

Te comunicamos que hemos procedido a la suspensión cautelar de tu cuenta de usuario por seguridad.

Hemos intentado ponernos en contacto contigo en varias ocasiones y no hemos obtenido respuesta.

Con el fin de verificar tu cuenta de juego, será necesario que nos contestes a este correo, indicándonos una franja horaria en la que podamos localizarte.

Quedamos a la espera.

Estamos a tu disposición de lunes a domingo en el teléfono gratuito: 900 354 354 de 10:00h a 22:00h.

Atentamente,

Atención al Cliente

Casino Barcelona Online

Juega con Responsabilidad.

Say that they have made the verification call, they have asked me my personal information as well as what I played and many things. He says that they will give me an answer as soon as possible that he passes it on to another department. The lack of communication seems to have been due to a lack of understanding with the mail and schedules. We will see how it is solved because all I want is the money I have won and this has never happened to me in any other page or casino.

If it is resolved, I will inform you so that the complaint can be removed.

Decir que me han realizado la llamada de verificación, me han preguntado mis datos personales así como a lo que jugaba y muchas cosas. Dice que me darán una contestación lo antes posible que lo pasa a otro departamento. Lo de la falta de comunicación parece ser que ha sido por falta de entendimiento con el correo y horarios. Veremos cómo se soluciona porque yo lo único que quiero es el dinero que he ganado y nunca me ha pasado esto en ninguna otra página ni casino.

Si se resuelve os informo para que se quite la queja.

Dear Enkrny,

thanks for the information, let me know about your progress, please.

Yes, at the moment I don't know anything to see. I imagine that they will open it for me. I say I was asked some strange things since I don't know the name of the machine I play. It was 10 days ago and I play on other pages too, I don't think I need to know the name of everything so that they can open my account, but well, we'll see what they tell me. Yesterday's service was correct.

Si, de momento no se nada a ver imagino que me la abrirán digo yo me preguntaron cosas algo raras ya que yo no me sé el nombre de la máquina que juego. Fue hace 10 días y juego en otras páginas también, no creo que deba saberme el nombre de todo para que me abran la cuenta pero bueno veremos a ver qué me dicen. El servicio de ayer fue correcto.

At the moment I still have no news, something like this had never happened to me and it takes so long for everything ...

De momento sigo sin noticias, nunca me había pasado una cosa así y que tarden tanto para todo...

It seems that communication and problem solving does not go with casino Barcelona, they tell me that it is not necessary for me to make complaints through forums that could have been solved earlier if I had not complained but they still do not answer the emails and do not give a solution to the happened. I still don't know anything about them.

Parece que la comunicación y la resolución de problemas no va con casino Barcelona, me dicen que no es necesario que efectúe quejas por foros que se podía haber solucionado antes si no me hubiese quejado pero siguen sin contestar a los correos y sin dar una solución a lo ocurrido. Sigo sin saber nada de ellos.

I just got off the phone with them and they told me they are in the very nice verification department today actually. It seems that everything is going better and moving forward.

Today the service has been good and understanding the situation since on my part I may have been impatient due to the need for money and to see that I had no answer.

Seems close to being resolved

Acabo de hablar con ellos por teléfono y me han dicho que se encuentra en el departamento de verificación muy amable hoy la verdad. Parece que todo va mejor y avanza.

Hoy el servicio ha sido bueno y entendiendo la situación ya que por mi parte quizás me haya impacientado debido a la necesidad del dinero y ver que no tenía contestación.

Parece cerca de resolverse

I have already contacted them and it is working out. They can close the complaint.

Ya me he puesto en contacto con ellos y se está solucionando. Pueden cerrar la queja.

Dear Enkrny,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru