MiCasino - La cuenta del jugador se cerró el primer día después del intento de retiro.

Hello, first of all, I would like to clarify that on the first day I registered, they also closed my account with some money inside that I wanted to withdraw, amounting to 240,000 CLP

It might sound like a joke, but it's not. Seriously, they closed my account on my first day of registration. What are they thinking?

A friend of mine recommended this casino, and I registered and played without any issues. When I tried to make a withdrawal, a short while later, I couldn't access my account. I reached out to their chat support, and the woman I spoke with told me that my account was suspended for monitoring and account verification.

I have very little concern about the reopening of my account. What's important to me is my withdrawal of 240,000. The injustice of their action is clear.

It was my first day of registration, and they closed my account the same day without me violating any codes from their Terms and Conditions.

I need help please.

Hola,primero que nada quiero aclarar que el primer día que me registre fue el mismo día que me cerraron mi cuenta y con un dinero adentro que solicite retirar que fueron 240.000 CLP

Parece una broma pero no lo es,enserio me cerraron la cuenta el primer día de registrado,que les pasa por su cabeza?

Mi amigo me recomendó este casino y yo me registre y jugué,todo bien,quise hacer mi retiro y momento después no pude ingresar más a mi cuenta y hable al chat y la señora que me atendió me dijo que mi cuenta está suspendida para monitoreo y verificación de la cuenta

Me importa bien poco la reapertura de mi cuenta,lo que me importa es mi retiro de 240.000 es injusto lo que me hicieron

Primer día de registrado y en el mismo día me cerraron la cuenta sin haber violado algún código de sus TyC

Necesito ayuda porfabor

Dear crisdel93,

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

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

• Could you please advise when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, sports betting)
• Did you achieve your current balance with or without an active bonus? 
• Were you asked to submit documents for verification?
• Did you submit any documents for account verification so far?

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

Hello, my account was suspended hours after registering.

I only played slot machines.

I reached my current balance without having any active bonus, it was clean money and without tricks or anything that violates the casino's T&C.

Before they closed my account they asked me for a document to verify and moments later my account was already 100% verified but still hours later they closed my account for their supposed routine verification 🤦 I was someone who had been registered for a couple of hours and they were giving me a bad time and with my money in their hands taking advantage of the power they have to run their casino at will, it is my money that I win cleanly and they deny me the withdrawal.

Until now they have not contacted me at all because my account was already verified but they have not given me an answer about anything, what matters to me is my money and the withdrawal and after that they take as long as they want to verify if it is nonsense that they are doing. routine.

I hope something can be done because as I said previously I never breached any tyc of your casino and much less did I take advantage of any bonus or anything like that.

Hola,mi cuenta la suspendieron a las horas después de haberme registrado.

Solo jugué a slots tragamonedas.

Mi saldo actual lo alcanse sin tener algún bono activo,fue dinero limpio y sin trucos ni nada que incumpla sus tyc del casino.

Antes que cerrarán mi cuenta me pidieron documento para verificar y a los momentos después mi cuenta ya estaba verificada al 100% pero aún así horas después cerraron mi cuenta para su supuesta verificación de rutina 🤦 yo siendo alguien que llevaba un par de horas registrado y me estaban haciendo pasar un mal rato y con mi dinero en sus manos aprovechando el poder que tienen de manejar su casino al antojo,es mi dinero que gane limpiamente y ellos me niegan el retiro.

Hasta ahora no me han contactado para nada porque mi cuenta ya estaba verificada pero no me dan respuesta de nada,lo que me importa a mí es mi dinero y el retiro y después que se demoren el tiempo que quieran en verificar si tontera que hacen de rutina.

Ojalá se pueda hacer algo porque como dije anteriormente no incumpli en ningún momento algún tyc de su casino y mucho menos me aprovecho de algún bono o algo por el estilo.

Thank you very much, crisdel93, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, crisdel93!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you, I hope that the casino is present and that they can make my withdrawal, which is legitimately mine

Gracias,espero que el casino se haga presente y que puedan hacer mi retiro que por legítimo es mio

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team