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I had money in my account. Suddenly it was deactivated my account without notice. I can not get in touch with the on mail or live chat. No responses at all

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Dear Norwegiangambler ,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed KYC verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Karla M.

Dear Norwegiangambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru

We’ve reopened this complaint at the request of Norwegiangambler. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Norwegiangambler,

Thank you for requesting to reopen your complaint.

To allow us to continue investigating your case, could you please answer the questions previously asked in this complaint thread?

Which games were you primarily playing — slots, live casino, sports betting, or something else?

Had you completed KYC verification before you lost access to your account?

Were your winnings accumulated while a bonus was active, or without an active bonus?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Norwegiangambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Which games were you primarily playing — slots, live casino, sports betting, or something else?

slots and live games

Had you completed KYC verification before you lost access to your account?

Yes, I think so. Not used them in a long time now, but I am pretty sure.

Were your winnings accumulated while a bonus was active, or without an active bonus?

I never use casino bonuses because they have so bad terms.

Dear Norwegiangambler,

Thank you for your reply and for clarifying the previous questions.

To better understand what happened to your account and the funds remaining in it, could you please clarify a few more points?

• Did you have any withdrawal pending at the time your account was deactivated?
• Have you received any email or other communication from the casino explaining why your account was deactivated?

If you have any emails, screenshots, or other communication with the casino regarding the account closure, please forward them to us or attach them directly to the complaint thread.

Thank you in advance for your cooperation.

Karla M.

Dear Norwegiangambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Norwegiangambler,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru