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Hello.

I had registered with this betting site with no issues, being from Spain. In fact, I was placing bets regularly for a few weeks. However, suddenly, when trying to log in, I got a message saying my location is not allowed by the website. I suppose Spain has been restricted now, but it was obviously not the case when I registered. Had it been so, I would never have signed up.

Since I can no longer play, I want to withdraw my money. However, I have been trying to contact support via chat and email for two weeks and have received no response, and I still cannot access the site or my account.

Hola.

Yo estaba registrado en esta casa de apuestas con total normalidad siendo de España, es más, estuve haciendo apuestas regularmente durante unas semanas. Sin embargo, de repente, al intentar entrar, aparece un mensaje de que mi ubicación no está permitida por la página web. Supongo que España ha sido restringida ahora mismo, pero evidentemente esto no era así cuando yo me registré, si hubiera sido así, nunca me hubiera registrado.

Como no puedo jugar más, entonces quiero retirar el dinero, pero llevo ya dos semanas intentando contactar a través del chat y correo y no tengo respuesta, y sigo sin poder acceder a la página ni a mi cuenta

Dear caniche7,

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 clarify which country you selected during registration?

Did you use a VPN?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you clarify for me which country you selected during registration?

Spain, which is the country where I reside.

Did you use a VPN?

No

Could you confirm that you have passed KYC verification?

I entered my details when registering as usual, but I have not passed KYC. They have not asked me for it anyway, I have not been able to request the withdrawal because I cannot access my account, and they do not respond by email or chat either. From the live chat they refer me to the email, but after 2 weeks and insisting I still have no response.

Could you share your communication with the casino?

The email is:

Communications via chat: in order not to upload many screenshots, I will send you an email with the transcription

¿Podrías aclararme qué país seleccionaste durante el registro?

España, que es el país en el que resido.

¿Utilizaste una VPN?

No

¿Podrías confirmar que has pasado la verificación KYC?

Puse mis datos al registrarme como es normal, pero no he pasado KYC. No me lo han pedido de todas formas, no he podido solicitar el retiro porque no puedo acceder a mi cuenta, y tampoco responden por correo y chat. Desde el chat en vivo me remiten al correo, pero después de 2 semanas e insistir sigo sin respuesta.

¿Podrías compartir tu comunicación con el casino?

El correo es:

Comunicaciones a través del chat: para no subir muchas capturas, te envío un correo con la transcripción

Hi, I have already been paid suddenly, I did not receive a response, they paid me directly.

Hola, ya se me ha pagado de repente, no recibí respuesta, directamente me pagaron.

Dear caniche7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru