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

This casino initially cancelled my withdrawal because it required several documents to verify my identity. I uploaded all the required documents (ID, selfie, proof of address, proof of payment) and once my account was verified, I tried the withdrawal again.

At that point, the casino inexplicably decided to block my account and stop responding to my emails, with €740 still remaining.

I ask the casino to refund my balance as my account is verified and I have complied with all the casino's requirements and terms.

Questo casino ha inizialmente annullato il mio prelievo in quanto richiedeva svariati documenti per verificare la mia identità. Io ho caricato tutti i documenti richiesti (documento d'identità, selfie, prova di residenza, prova di pagamento) e una volta verificato il mio account ho provato nuovamente a richiedere il prelievo.

A quel punto, il casino ha deciso inspiegabilmente di bloccare il mio conto e smettere di rispondere alle mie email, con ancora 740 euro di saldo all'interno.

Chiedo al casino di restituire il mio saldo dato che il mio conto è verificato e ho rispettato tutte le richieste e i termini del casino.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru. Kindly include all the other communication with customer support that could be relevant to the investigation of your case as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

• I played Pragmatic slots
• I accumulated the winnings without bonuses
• This is the email the casino sent me about this:

I have not violated these terms that the casino talks about, so I believe my balance should be returned

Ciao Veronika,

• ho giocato alle slot pragmatic
• ho accumulato le vincite senza bonus
• questa è l'email che mi ha inviato il casino a riguardo:

non ho violato questi termini di cui parla il casino, quindi ritengo che il mio saldo debba essere restituito

Hello rag774,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear rag774,

I have reviewed your complaint history and noticed that you already submitted a complaint regarding the same issue with the same casino a few months ago.

Please note that according to our policy, we publish each complaint only once. Your previous case was closed as "unresolved" because the casino did not respond to our attempts to communicate with them. As a result, the casino also received black points, which affected its Safety Index rating.

If you have any new or additional evidence that could support your case, please forward it directly to the complaint handler who was assigned to your previous case, or include it as an attachment when submitting your request to reopen the complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika