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For 11 days, despite having sent various emails and contacted assistance, I am unable to access the game account, because I have changed my phone number and I do not receive the otp code to access the site, despite the emails and phone calls with the new number from update my account in 11 days nothing was done, and I got a reply ...

Sono 11 giorni che nonostante abbia mandato varie email,e contattato l assistenza non riesco ad accedere al conto gioco , perché ho cambiato numero di telefono e non mi arriva il codice otp x accedere al sito, nonostante le email e telefonate con il numero nuovo da aggiornare sul mio conto in 11giorni nulla e stato fatto,e ne ho avuto una risposta...

Dear Paoletto08,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Are there currently any funds being held in your account?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much for your email, Paoletto08. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If the casino paid out all the winnings and/or no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to close your complaint. Thank you in advance for your understanding.

Hello and good day

I understand his point of view, cmq Sunday 13/03 they sent me an email that x to change the number I had to send the new number and the document (which I had already done in my first request on 01/03) and from that day I wait who change my number today 16/03 still nothing ...

Seeing the response times I think that by the end of the year I will have solved ...

Thank you for your attention and I wish you a good day and good work 👍🌹🇮🇹

Salve e buon giorno

Capisco il suo punto di vista,cmq domenica 13/03 mi hanno mandato una email che x cambiare numero dovevo mandare il nuovo numero e il documento (cosa che avevo già fatto nella mia prima richiesta del giorno 01/03) e da quel giorno aspetto che mi cambiano il numero oggi 16/03 ancora nulla...

Nel vedere i tempi di risposta penso che x fine anno avrò risolto...

Vi ringrazio per l'attenzione e vi auguro una buona giornata e buon lavoro 👍🌹🇮🇹

I really hope that you will get this sorted out soon, since, we do not proceed with further investigation in such cases when there was no active balance in the player's account.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.