VV Casino - El jugador está bloqueado y no puede acceder a sus ganancias.

I have deposit 388 to get 100% bonus. and the turnover was 12x. After successfully hitting the turnover. My balance was RM1280. And i wanted to withdraw that money. But after waiting for an hour or so, there isnt any update, so went to text the customer service number that is provided via whatsapp. And after texting the agent, the agent said give me few minutes to check on their behalf. And after 10 min she blocked me right away in whatsapp. And i couldnt even log in to my account. Till this day i havent receive anything from them

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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?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• 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.

Karla M.

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

Had you completed verification before you lost access to the account?

Were your winnings accumulated while a bonus was active, or without an active bonus?

1. The games i focused on is live casino it was called playace at that time, and the winning was accumulated during my run at it
2. There wasnt any verification needed when claiming the bonus. I lost access when i wanted to withdraw after achieving my turnover on it.
3. yes all the winning was from my bonuses that they gave me

Dear Han13,

Thank you very much for your reply and clarification.

I would like to clarify two additional points:

• Could you please send me any relevant communication you have had with the casino regarding your withdrawal and the blocking of your account? You may attach it directly to this complaint or send it to karla.m@casino.guru.
• Before your account was blocked, was your withdrawal of RM1,280 already submitted and showing as pending, or did you lose access before you were able to successfully request the withdrawal?
• Thank you very much in advance for your cooperation. I look forward to your reply.
• Karla M.

Dear Han13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru