MrJones Casino - La cuenta del jugador ha sido cerrada.

The casino suddenly closes my account when I ask a question about merchants that do not correspond with the casino.

El casino me cierra la cuenta de forma repentina al consultar una duda acerca de los comerciantes que no corresponden con el casino

Dear Curritokira,  

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

• Has the casino provided any reasons why your account was blocked? 
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus? 
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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,

Natalia

Hi, it was slots without bonus.

There is no reason whatsoever.

It was verified

Thank you for your help

Hola, fue tragamonedas sin bono.

No hay razón alguna.

Estaba verificado

Gracias por su ayuda

Thank you very much for your reply, Curritokira. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I only receive an automatic reply message but nothing else.

Únicamente recibo un mensaje de repuesta automática pero nada mas

Thank you very much, Curritokira, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 Curritokira,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite MrJones Casino to join the conversation.

Dear MrJones Casino,

I would appreciate your explanation of why the player's account was closed. If this decision was made due to any rule violations, I kindly ask you to share any evidence of such breaches at michal.k@casino.guru

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 Curritokira,

I have made several attempts to reach out to the casino team, yet I have not been successful, as I have not received any response from them. I’m afraid there is not much that can be achieved without cooperation from their 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 Anjouan Gaming Authority (File a complaint - Anjouan Gaming) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru