CasiGO Casino - La cuenta del jugador ha sido bloqueada.

My account has been locked and they do not explain why. They reply to my emails that they have forwarded my request to the competent department but I have not received a response for a month and a half. My account contains 894 euros

Hello PETRALL,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account closed? Have you accumulated your funds with or without an active bonus, please?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have not received any bonuses. I made 2 deposits of 400 euros in total and a withdrawal of 300 euros.

When my account went to my profits they closed it without explanation.

I opened my account on 12/14/21 and they closed it on 12/23/21

Thanks

Thank you very much PETRALL 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 PETRALL,

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

Answer from the CasiGO Casino:

"Hi PETRALL,

Our apologies for the delay regarding this update, I can however confirm that I have been liaising with the casino representative, they have advised that the lock had come from a provider level, after certain rules had been breached on the software.

Unfortunately your account will remain locked, the casino representative has however agreed to release the balance that is remaining on the account. This admin behind the release of the funds, as the lock came from a provider and platform level is a bit slow – I just wanted to keep you in the loop and advise you that the wheels are turning, which in my experience is a good indication.

You will be notified once we have any further updates and/or resolution.

Best regards"

We would like to ask the CasiGO 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’.

The casigo paid 894 euros.

Thank you very much for your mediation.

With your intervention, my problem was solved.

Thanks again to casino guru

Dear PETRALL,

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