CMD368 Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello everyone. I ask you to help me solve my problem. I registered at this casino more than 3 years ago. I had a turnover of thousands of dollars there. I made bets in the casino, slots, live casino and a little in sports betting. I did not have verifications because they were not requested from me. I never took bonuses. I had a large number of withdrawals. The last withdrawal was more than 3 months ago. Since three months ago my account was blocked due to the fact that I use software for betting. But I made all the bets manually. I did not use any software. The last bets were on slots and in the live casino. And after I made several bets, my account was completely blocked and I can not log into it. I made deposits and withdrawals using a bank account. I have 200 thousand baht left on my account.

Dear 0204april,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• How much was your last deposit (if you remember)?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Kristina

I send to your email screenshots of messages.

My last deposit was 21 000 bat

Thank you very much, 0204april, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thanks, Kristina for answer

Hello, 7 days is over, but i did not get answer

Hello, 0204april,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear CMD368 Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear 0204april,

I have tried to contact the casino repeatedly but had no success. I am afraid there is not much that can be achieved without cooperation from their side. 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 is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.

I can only recommend that you choose 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,

Branislav, Casino.Guru