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

Everything was fine when I deposited €100, from which I made a profit of €1800 last month, on December 18th. When I tried to withdraw, they temporarily blocked my account with the balance still in it, and on the 21st they made it permanent. I called them and they just kept giving me the runaround, not specifying the reason for the block. So yesterday I sent them a registered letter and I'm waiting for their response.

Todo va bien cuando depósito 100€ lo cual saqué ganancia de 1800 el mes pasado 18 de diciembre a la que retiro me bloquean temporalmente con el saldo dentro y el Día 21 me lo hacen definitivamente lo cual llamé y solo dan largas no expecifican el bloqueo looncual ayer les envié un burofax y estoy esperando su respuesta

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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 your €1800 winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What reasons has the casino given you so far for blocking your account?

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 haven't used any bonuses on the Mega Fire roulette card; it's a legitimate deposit, I've sent all the documents, and their response is a permanent block.

Ruleta mega fire no e usado bonos es depósito legítimo e enviado todos los documentos y su respuesta es bloqueo definitivo

Hello Jesucaguru,

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

Thank you for your response.

Am I correct in understanding that your account was blocked immediately after you submitted your documents for verification?

Which documents did you send to the casino?

Please forward me the communication between you and the casino customer support regarding the verification of your account and the subsequent closure at veronika.f@casino.guru.

Dear Jesucaguru,

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,
Veronika
Casino.Guru