Universal Slots Casino - La cuenta del jugador fue bloqueada.

I have account on this casino from 6 month. I never used bonuses. I am verified.Before 1 month they deactivated my account without any reason... I write them couple of emails, but they not answer me....

Hello petya13d,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Universe. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you ever deposited or processed a withdrawal in the casino? After what event did your account got blocked? Did you have any remaining balance on your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes I have couple of deposits and withdraws. After 1 of my withdraw they blocked my account. I have 400+EUR in my account. I write 4-5 times in live chat and they only tell me to write on this email support@universalslots.net. I write to this email on 29.09 and on 15.10 and I still not receive answer from nowhere.

Thank you petya13d for all the information. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear petya13d,

My name is Stefan, and I will be helping you with this case from now on. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casino Universe representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Universe,

Could you please state why the player's withdrawal has not yet been paid out and why her account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear ionutfcs9,

I have talked to a Casino Universe representative, and it looks like you are referring to a different casino. I can see that you stated the support@universalslots.net email address in your previous response. This email address belongs to the Universal Slots Casino. Are you referring to this casino?

I am looking forward to your response.

Kind regards,

Stefan

Oooo sorry... My mistake... The complaint is for Universal Slots Casino

Dear petya13d,

Thank you for the provided information. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Universal Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Universal Slots Casino,

Could you please state why the player's withdrawal has not yet been paid out and why her account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear petya13d,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. Moreover, the license is not verifiable on the casino's website, it is only mentioned on the website, without placing any license validator there, which means the casino may have no valid license at all.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Kind regards,

Stefan