CryptoLeo Casino - La cuenta del jugador se cerró debido a la autoexclusión en otro casino.

Good day, players. 

I'd like to share my poor experience with this casino.

Yesterday, I created an account for the first time on Cryptocleo. I didn't immediately validate my account.

I deposited 10 euros and played for a substantial part of the day. I played through my rollovers, unlocking bonuses, and was lucky enough to win a considerable amount, (780 euros).

I stopped playing to validate my details, but while I was filling out some information and clicked save, my account was automatically deactivated.

I tried to discuss the issue with the support team via chat, but their responses were far from clear.

From what they claimed, there was an issue related to gambling at another casino within their group.

The only thing I did a few months ago is voluntarily self-exclude from Ninecasino, simply because I felt it brought me bad luck.

Now, I have no access to my account, and I feel aggrieved. I thought casinos operated differently and now I feel like I've been scammed.

All correspondence has been less than speedy. Even creating an email ticket, which only adds to the delay in responses. In fact, since the ticket was created by the team, I've yet to receive a response.

Via chat, they suggested simply refunding the 10 euros I deposited, which doesn't make sense to me at all.

I really need help recovering my money,

 and I would like to hear your opinion on this matter.

Thank you very much

bom dia jogadores. 

venho partilhar a minha ma experiência com este casino.

ontem criei uma conta na cryptocleo pela primeira vez. nao fiz logo a validação da conta.

depositei 10euros, e estive a jogar durante uma parte considerável do dia. fiz os roolovers associados, desbloqueando os bônus, e tendo tido a sorte de ter obtido um ganho considerável, (780euros).

parei o jogo e fui fazer a validação dos dados, e enquanto estava a preencher alguns dados, quando carreguei em salvar, a conta automaticamente ficou desativada.

tentei pelo chat conversas com a equipa responsável, mas nunca foram muito claros.

pelo que se justificaram, alegaram problema relacionado com os jogos de azar em outro casino do grupo.

a única coisa que aconteceu a uns meses atrás, é que pedi de forma voluntária a auto exclusão da ninecasino, mas por considerar que era uma casa que nao me trazia sorte.

agora fiquei sem acesso a conta e sinto-me lesado, pensei que os casinos operavam de forma destinta e agora sinto que fui burlado.

todas as conversas foram feitas de forma pouco célere. criando inclusive um ticket via email, o que leva a mais demora nas respostas, aliás desde a criação pela equipa, nunca recebi nenhuma resposta por la.

por chat apenas sugeriram devolver os 10euros depositados, o que não faz de todo sentido.

perciso muito de ajuda a reaver o dinheiro,

 e gostava de saber a vossa opinião sobre este assunto.

muito obrigado

Dear snak_mb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CryptoLeo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain the circumstances under which you self-excluded in ninecasino.com? Specifically, have you opted for permanent or limited self-exclusion in the casino? Did you specify the reason when you requested it?
• If you saved your request, could you please forward it to me? If the casino sent you a confirmation about a self-exclusion could you please forward it to me?
• Could you please share your communication with CryptoLeo Casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear snak_mb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.