Decode Casino - La cuenta del jugador se cerró durante el intento de retiro.

Hello, help me, my account was already verified and everything but the moment I made the withdrawal they closed my account and for no reason they told me that I cannot have an account with them, help me

Dear orellanapaulo430,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

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

I created the account a few days ago and I played the no deposit welcome bonus on slots and they blocked it about 24 hours ago.

La cuenta la cree hace unos días y jugué el bono de bienvenida sin depósito en tragamonedas y me la bloquearon hace unas 24 horas .

Thank you very much, orellanapaulo430, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear orellanapaulo430,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Decode Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Decode Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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’ which may negatively affect its rating.

Dear orellanapaulo430,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo

Hello everyone,

We’ve reopened this complaint at the request of Decode Casino.

The casino has clarified the reasons behind the account closure and the voiding of the player’s winnings. They have provided physical evidence showing the player’s attempt to submit forged verification documents. This finding has also been confirmed by the third-party verification service.

Given this information, I am reclassifying this complaint as "rejected."

Thank you for your understanding.

Best Regards,

Kubo