SlotsandCasino - La cuenta del jugador ha sido bloqueada.

Good morning,

I registered at the casino: https://www.sportsandcasino.com/ I sent all the documents necessary to be approved, and on Monday 24th August they approved my documents as per the attached images. I made my first deposit and played with their bonus offered, and lost everything. At this point I made sure that my account no longer had active bonuses, so I made another deposit and won € 2500.

I made the withdrawal request, but on Tuesday 25th August I receive an email where I am told that my withdrawals have been canceled and there was no explanation for it (I attach screen), and that the $ 2500 had returned to my balance account.

At this point I go to connect to my account and I discover that it has been blocked (I attach screen), even for this I do not receive any email about it. At this point I try to send a reply message and write to support as recommended by them but after 3 days still no reply on the matter.

Buongiorno,

mi sono iscritta al casinò: https://www.sportsandcasino.com/ ho inviato tutti i documenti necessari per essere approvato, e lunedi 24 agosto hanno approvato i miei documenti come da immagini allegate. Ho fatto il primo deposito ed ho giocato con il loro bonus offerto, ed ho perso tutto. A questo punto mi sono assicurata che il mio account non aveva più bonus attivi, quindi ho fatto un altro deposito ed ho vinto 2500 euro.

Ho fatto la richiesta di prelievo, ma martedi 25 agosto ricevo una mail dove mi viene detto che i miei prelievi sono stati annullati e non vi era nessuna spiegazione in merito (allego screen), e che i 2500 dollari erano rientrati nel mio account balance.

A questo punto vado per collegarmi al mio account e scopro che è stato bloccato (allego screen), anche di questo non ricevo nessuna mail in merito. A questo punto provo a mandare un messaggio di risposta e scrivere al support come consigliato da loro ma dopo 3 giorni ancora nessuna risposta in merito.

Dear Roberta10,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. Did you play with any bonus? If yes, please specify which offer you redeemed.

Since you submitted this complaint yesterday, could you please confirm that your account is still blocked, and the casino haven’t replied yet?

If there is any other relevant communication between you and the casino that could help us with this case, please forward it to kristina.s@casino.guru. I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Good morning Kristina and thanks for the answer,

meanwhile, I start by saying that I have not played with any bonus

I confirm that my account is still blocked and that no one has spoken

thank you

Buongiorno Kristina e grazie della risposta,

intanto parto dicendo che non ho giocato con nessun bonus

Confermo che il mio account è ancora bloccato e che nessuno si è fatto sentire

grazie

Thank you very much Roberta10 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you so much kristina

Grazie mille kristina

Hello Roberta,

I looked at your complaint and will do my best to help you. I would like to invite SportsandCasino into this conversation. Why did you block player's account?

gladly because I have been trying to contact them for 5 days but no one ever answers

volentieri perchè sono 5 giorni che sto provando a contattarli ma non risponde mai nessuno

Hello, today I received this message:

Unfortunately your account information is not available for us agents to see. You will need to contact us directly after 1pm EST US at 1 888 375 53 90 and ask to speak to a manager.

can you call to resolve the matter?

Thank you

Buongiorno, oggi ho ricevuto questo messaggio:

Unfortunately your account information is not available for us agents to see. You will need to contact us directly after 1pm EST US at 1 888 375 53 90 and ask to speak to a manager.

potete chiamare voi per risolvere la questione?

Grazie

Hello. We always appreciate the opportunity to address any player concerns that arise.

We have submitted our response directly to the forum moderator regarding this player account.

Kind regards,

John Rose - Casino Manager

Good morning,

I am happy that at least you have answered I have been trying to communicate with them for 15 days I have tried in all time slots to communicate with them on that number and no one has ever answered me, it just rings free, that said since they seem to give more honest you than me could you tell me what they told you? Thank you very much for helping

Buongiorno,

sono felice che almeno a voi abbiano risposto io sono ormai 15 giorni che cerco di comunicare con loro ho provato in tutte le fasce orarie a comunicare con loro a quel numero e nessuno mi ha mai risposto, suona solo libero, detto questo visto che sembrano dare più retta voi che a me potreste dirmi cosa vi hanno detto? Grazie mille per l'aiuto

I ask the forum moderator what would have been the reason for the account closure and non-payment

Chiedo al moderatore del forum quale sarebbe stata la motivazione della chiusura account e del non pagamento

buongiorno oggi finalmente mi hanno risposto e mi scrivono questa barzelletta:

Hello Roberta,

Your recent winnings and resulting cashouts, have been voided and your

account has been deactivated.

After a thorough investigation of your account by our Fraud department, your

systematic use of promotions and gameplay to create an advantage situation

was found to be in violation of the terms of service that you agreed to when

joining.

As per our website Terms and Conditions:

"4.9

If the casino suspects that a player is an advantage player, either by using software or any other method used to beat the casino and/or abuse promotions, the account will be banned and all balances/winnings may be void."

Please feel free to visit our websites Terms and Conditions should you feel

so inclined.

This decision is final, though should you have any specific questions,

please feel free to reach out to Support team.

Regards,

John Rose, Casino Manager

premetto che non credo esistano software per fregare le slot io non ho vinto con il bonus ma con miei soldi , loro si inventano un sospetto per non pagare e questa si chiama truffa

Dear Casino,

please provide some relevant evidence of violation your TC's to my email: viliam.v@casino.guru.

We would like to ask the SportsandCasino 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.