Casinorex - La cuenta del jugador ha sido cerrada sin motivo.

Hi,

Please can you help me get my money from this casino. I opened an account, made a win and my account was immediately closed, I didn't even withdraw money from there. I sent them an email asking what happened and why is my account closed, they responded with requesting a selfie holding a paper with some information written, they also requested my income document, pdf transactions from my skrill, as well as screenshots from my skrill. I sent them all documents and never got any answer. I then contacted their live support and they were very rude there and just said that my account is closed. I kindly asked why and said that I did nothing wrong, but they kept ignoring me and repeatedly wrote that my account is closed. I am angry because this is not okay, I did everything they wanted from me and they just took my money without any reason, its ridiculous. Pleasee help me, thank you

Hello bananagray00,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinorex Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear bananagray00,

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.

Hi basically they requested docs for verification right after they closed my account, it was on December 27th 2024. I sent them my skrill statement, my payslips, selfie with some note I had to hold, my passport and my bank statement as proof of address. I haven't heard from them since. Tried talking to their support 2 weeks ago and they were very rude and not helpful and casino still haven't responded. I really can't believe they are scamming people and are not even trying to cover it up or at least respond something. I want my money because I have won it fairly and did everything I had to.

Dear bananagray00,

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hi

Sorry for the late response, I sent you transcript between this casino and me a few days ago, but I forgot to reply here

Thank you bananagray00 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you bananagray00 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinorex for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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 bananagray00, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hi,

I am writing to check if there are any updates regarding this case as no one has responded to my email and there haven't been any updates here either.

Please let me know if there are any updates.

Dear bananagray00, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear bananagray00, I have tried to contact the casino through different means, but I didn't get any substantial answer. I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) 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 please provide me with a confirmation from the authority that you have submitted the complaint, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Hi, thank you a lot. I sent you confirmation to your email

Thank you for the confirmation bananagray00, We shall wait for the decision from the regulator. Please keep me updated about any new developments. Thank you in advance for your cooperation.

Hi,

I don't have any updates for now.

Thank you for your help.

Hi,

I got a response from MGA that this case can't be solved by them, but they advised me to write a complaint on Casino Reviews so I did that. Thank you for all of your help.

Hello bananagray00,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update bananagray00, I apologize for the lack of response, I was out of the office due to an injury. Could you update us on the situation of your complaint? Were you able to proceed with the resolution of your complaint by contacting Casino Reviews? Thank you!

Hi,

I would like to update you on the situation. Unfortunately the complaint was closed, I was told that I broke their terms and conditions but I still haven't gotten any proof of that or an explanation on what I did or which terms I broke.

When I tried to ask for an explanation they blurred out my response and never answered me on the complaint thread.

Dear bananagray00, I'm sorry to hear you were not able to come to a resolution. Unfortunately, as both the authority and the designated ADR ruled in the casino's favour, we are forced to reject your complaint. If any new information comes to light, we are happy to reopen the complaint and reinvestigate the situation but currently, there is nothing we can do to assist. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter