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I had 488 euros remaining in my account and needed to submit all the verification images.

They requested an image with a street name, which was a bit challenging because we don't have something like that here. Now, I wanted to upload it, but they have blocked my account and I can no longer access the money. They stated, "I'm sorry to inform you that your account has been closed based on a decision made by our administration. Regrettably, this decision is final, and we are unable to reopen your account. As you have already used the account, a refund cannot be issued."

ich habe noch 488 euro auf dem konto und musste alle bilder zu verifizierung einreichen

sie haben ein bild mit straßennamen verlangt das war etwas schwierig da es bei uns sowas nicht gibt. nun wollte ich es hochladen aber sie haben mir das konto gesperrt und nun kann ich nicht mehr auf das geld zugreifen. mit der aussage I'm sorry to inform you that your account has been closed based on a decision made by our administration. Regrettably, this decision is final and we are unable to reopen your account. As you have already used the account, a refund cannot be issued.

Dear Dukhu,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if your account was blocked before you managed to upload a photo of your street?

Have any of your identity documents been approved by the casino?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Could you please explain the sentence: "As you have already used the account, a refund cannot be issued"? Does it mean that according to the casino, the balance in your account at the time of its closure was zero?

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

Best regards

Veronika

hello, thank you very much for the quick reply

I think the normal ID was accepted but I couldn't upload the one with the street name because the account was already closed.

I bet on sports

and I don't understand the sentence either

I couldn't withdraw anything, so the account wasn't at zero

hallo, vielen dank für die schnelle antwort

ich denke das der normale ausweis akzeptiert wurde aber das mit dem straßennamen konnte ich nicht mehr hochladen da das konto schon zu war.

ich habe auf sportwetten gesetzt

und ich versteh den satz auch nicht

ich habe nichts auszahlen können, also war das konto nicht auf null

Please forward me all the communication between you and the casino, including the email you received after your account was closed, at veronika.l@casino.guru. Thank you for your cooperation, and I look forward to assisting you further.

hello thank you very much, I have forwarded the mail

Best regards

hallo vielen dank, habe die mail weitergeleitet

viele grüße

Dear Dukhu,

Thank you for your email. I’ve reviewed the photograph you sent me, and I understand why the casino rejected the previous photographs you submitted for your verification. The photograph you sent me is clearly edited, which violates the casino's verification policies.

Please understand that when submitting any photographs for verification, they must be genuine and unaltered. The casino requires these to confirm that you are the rightful account holder, living at the address listed in your profile and that your identity documents are correct.

Submitting edited or altered photographs is strictly against the casino’s Terms and Conditions, and unfortunately, it usually results in the confiscation of your balance and the blocking of your account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika