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My account has been blocked for no apparent reason. Yesterday I logged in and played without any issues, but today when I tried, after entering my ID and password, it says my account has been temporarily blocked. I haven't requested any withdrawals and haven't made any deposits recently. Customer support hasn't provided the answers I was looking for.

Il mio account è stato bloccato senza apparente motivo. Ieri ho fatto l’accesso e giocato senza problemi, oggi quando ci ho provato, mettendo ID e password mi dice che il mio account è stato temporaneamente bloccato. Non ho chiesto nessun prelievo e non ho effettuato depositi in questi giorni recenti. L’assistenza clienti non mi ha dato le risposte che cercavo.

Dear justzack12,

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.

• Do I understand correctly that you had €200 (dispute value) in your casino account before it was closed?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Yes, I had approximately €200/210 in my account and I only played Blackjack and a few slots to use the free spin bonus I was given.

My winnings were also accumulated thanks to the free spins bonus.

Si, all’incirca avevo 200/210€ sul conto ed ho giocato solamente a BlackJack e a qualche slot per utilizzare il bonus free spin che mi è stato dato.

Le mie vincite erano state accumulate anche grazie al bonus delle free spin.

Thank you very much for your reply, justzack12. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear justzack12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.