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Hello. I ask you to help me deal with my problem. Last week I registered at the casino. Passed full verification and made several deposits. I had several withdrawals of funds. And a few days ago I made a deposit, won money and created a withdrawal request. At the end of the day, I receive a letter from the financial service of the casino that I have been detected in suspicious activity and my funds are blocked. This surprised me greatly, since I cannot understand what kind of suspicious activity there could be in betting in live baccarat. I didn't play slots, I only played live baccarat. But these are casino rules and I am not against investigations. But when I wrote several letters to the financial service, no one answered me how long the investigation would take. And this scared me, because the results of the investigation can take a long time, maybe a month, maybe a year. And in this way, do not return my money. And I want to turn to you with a request to resolve this issue. I am ready to undergo any verification, I am ready to explain why I made bets in live baccarat. I'm not afraid of anything except waiting for the results of the investigation indefinitely. If required, I can attach any screenshots of correspondence and letters

Dear 11march2005,

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 if your only game of choice was live baccarat while playing in this casino?
• Could you describe your betting strategy, please?
• Are you able to access and download your game history?

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. Thanks for the answer. I have attached a screenshot of the casino betting report. I mostly played live baccarat. Once for blackjack and once for slots. I played slots because they gave me free spins and I decided to use them.

I answer your questions:

1. Mostly played live baccarat, once blackjack, once slots

2. I did not have any strategy in playing live baccarat. I set it as my intuition told me

3. I downloaded the game history. And this table is in Excel format. I took a screenshot. I can send you an email or take a screenshot of games from my accoun

Ideally, please forward your entire game history to petronela.k@casino.guru at your earliest convenience. Thank you.

Hello, Petronela. I did it. I send my game history

Thank you for the information. Just to confirm, am I understanding correctly that you made a total of only 10 bets over the course of two days? Is this your complete gaming history?

Yes, Petronela. You right. Also i uploaded another photo of my game history

In your very first reply you stated that you had several deposits and successful withdrawals, is that correct? Have you always played this way to place only three bets on Baccarat each time?

Hello. Please close my complaint. Yesterday i got money. Than you for your service

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 11march2005, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

Comments from the Casino:

Hello Petronela,

We would just like to add that "After he provided all necessary information and game history to the complaints team, the issue had been resolved and the player had received his funds." this part is not entirely true and paints a wrong picture.

The issue has not been resolved because of any information or game history, and had nothing to do with you. It was closed and the player was paid out simply because the investigation was over. We are in no position to give the exact time when there is a 3rd party involved as we can't prejudice on their reply and investigation times. Player's gameplay was suspicious and it was checked with the live game provider, they said it is ok, and he was paid out. Standard in any online casino. Thank you!

Hello. I just can’t understand what kind of suspicion your office was trying to find in my bets? I played baccarat in live casinos. What could I do to beat your casino? Any players may fall under SUCH suspicions, and any books may be frozen. And the player needs to wait for your casino to receive a response. Those. next time I try to withdraw my money will my money be frozen?

Dear Pokies2Go Casino Team,

I appreciate your attention to this matter. I want to clarify that I didn't intend to suggest that the issue was resolved solely due to our efforts. However, I would like to acknowledge that the player cooperated by providing us with the game history and responding to all our inquiries. Consequently, the problem has been successfully resolved, and the player's complaint has been officially closed. It's important to note that the resolution occurred while the player had an open complaint with our Complaints Resolution Center. Thank you for resolving the player's issue.