RockySpin Casino - La cuenta del jugador ha sido suspendida.

Good evening, I have a problem at this casino. I made several deposits and withdrawals after my account was verified. For no reason, they suspended my account and are asking me for a bank statement showing all transactions since February 22nd to re-verify it. The account was already verified since I made several withdrawals. I've sent all kinds of documentation, but they keep rejecting it. I have €300 in my account that I can't withdraw, and I've sent statements, transaction history, etc., and none of them have been approved.

Buenas noches tengo un problema en este casino hice varios depósitos y también retiradas ya teniendo mi cuenta verificada. Sin motivo ninguno me suspenden la cuenta y me piden para volver a verificarla un extracto de cuenta de todos los movimientos desde el día 22 febrero. La cuenta ya estaba verificada puesto que hice varios retiros . He mandado todo tipo de documentación y solo hacen rechazarmela tengo 300€ en mi cuenta que no puedo retirar y le mandé extractos , movimientos ... y ninguno es aprobado

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you have lost access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gameover87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina

We’ve reopened this complaint at the request of Gameover87. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Gameover87, could you please give us an update regarding your situation? Please also return to my initial message and provide all the required information, so we can effectively proceed with your complaint. Thank you for your cooperation.

Hello. My account was closed, but I sent an email and they reopened it. However, I can't make a withdrawal. I played sports betting without an active bonus.

Hola. La cuenta estuvo cerrada pero envié un correo y me volvieron a reabrir pero no puedo hacer el retiro, jugué a las apuestas deportivas y fue sin bono activo