TrapCasino - La cuenta del jugador ha sido cerrada.

My account was closed without explanation. I can't log into my account, support chat is not responding.

Dear mih0,

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.

Could you please specify if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

What types of games did you play - e.g. slots, live casino games, sports betting?

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

I didn't receive an offer KYC, it was immediately blocked. I have already withdrawn funds from this casino several times before. I played in bets and in crash

Have you contacted customer support via email to inquire about the reason your account was blocked? If so, please forward me the email you sent to veronika.f@casino.guru.

Could you also please specify in more detail when exactly your account was blocked? Was it during your gameplay or at some other time?

Did you use any VPN or IP-masking software to alter your location when accessing the casino website?

What was the real money balance in your account when the casino blocked it?

I was online, but I did not play at that moment, the support service said that I performed mochenic actions and nothing more. I use proxy to access many sites, for this site I also used proxy

If you have any communication with customer support regarding these accusations, please forward it to me at veronika.f@casino.guru or post screenshots here.

Unfortunately the messages have not been preserved, they wrote to me online chat on the site after closed my account.

Only this

Thank you very much, mih0, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you mih0 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrapCasino 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.

Got it, thanks

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 (https://anjouangaming.com/dispute-terms-conditions/) 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 how they responded 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.

Best regards,

Peter