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After a break of several months, my account was activated again. I won and requested a withdrawal of 2,000 EUR which is the Max Daily Limit. Now my account is blocked and the chat cannot tell me why or what is happening with my credit. My account is verified.

Nach einer mehr monatigen Auszeit wurde mein Account wieder freigeschalten. Ich habe gewonnen und habe eine Auszahlung in Höhe von 2.000 EUR beantragt, was das Max. Tageslimit ist. Jetzt ist mein Account gesperrt und der Chat kann mir keine Auskunft geben warum oder was mit meinem Guthaben passiert. Mein Account ist verifyed.

Dear koenigfe,

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 why was your account deactivated in the past? Which games you’ve been playing (live casino games, slots, or sports betting)? 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

Hello

i closed my account myself via responsible gaming, this ban expired thursday and i was informed by email from the casino that my account is open again.

I only played slots and all without a bonus.

greeting

Hallo

ich habe mein Konto selbst über verantwortungsvolles Spielen geschlossen, diese Sperre ist Donnerstag ausgelaufen und ich wurde per Mail vom Casino informiert, dass mein konto wieder offen ist.

ich habe nur automaten gespielt und alles ohne Bonus.

gruss

Thank you, koenigfe, for the clarification. Could you please forward any relevant communication before we'll contact the casino directly? Looking forward to hearing from you.

I no longer have the direct messages, they were just emails from the system informing me that the account was activated again, a payout was requested or if I set a loss limit. I deleted those emails immediately.

Ich habe die direkten Mitteilungen nicht mehr, es waren nur Informationensmails vom System wie das der Account wieder freigeschaltet wurde, eine Auszahlung beantragt wurde oder wenn ich ein Loss Limit eingestellt habe. Solche Mails habe ich direkt gelöscht.

I got an email from the Casino that they will withdrawl me my Money. But no words about the Account.

Sorry, could you please rephrase your last reply? Do I understand correctly that a withdrawal has been promised to be processed today but no further info about your account?

I received an email from the casino yesterday asking for my bank details and telling me that they will transfer my entire balance. I still don't know why my account is blocked. I haven't received the money yet.

Ich habe gestern eine Mail vom Casino erhalten wo sie nach meinen Bankdaten gefragt haben und mir mitgeteilt haben, dass sie mein gesamtes Guthaben überweisen werden. Warum mein Konto gesperrt ist weiß ich aber immer noch nicht. Das Geld habe ich bis jetzt noch nicht erhalten.

I see. Please let me know once you receive all your winnings. In regard to your blocked account, I'm afraid the casino has the right to block it at any time. As long as there are no funds being held, there's not much we can do to convince the casino to reactivate your account.

Quick Update: My withdrawl request from the 19. February is still Pending and i am not told why. My Account is verifyed…

Today i recieved my Money. No Infos on the Account or the delay. Case can be closed

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, koenigfe, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru