Vive Mon Casino - La cuenta del jugador ha sido bloqueada.

i send my details for verification after my account was disabled without information .ls solve and enable my account

Dear jrajay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

i open that account on 2nd or 3rd october 22 .

i send my details or verification . after my account was disabled

i played live games roulette

i played free spins and wagered that into 100 usd

Do I understand correctly that your winnings came from Free Spins only? Have you redeemed any free bonuses from this casino in the past? Have you deposited any real money into your account?

i had made no deposit and no withdrawl .my

winnings came from Free Spins only

Have you redeemed any free bonuses from this casino in the past? 

no

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

Hello jrajay,

I will assist you with the complaint from now on. I already contacted the casino representative and asked for their assistance and explanation.

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 jrajay,

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 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. 

Best regards,

Tomas