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Account closure without a plausible explanation – refund of €115

I registered at this casino and deposited a total of €115. Shortly afterwards, my player account was closed or blocked.

To date, I have not been given a specific reason for the account closure. Likewise, it is unclear to me whether my account is currently being reviewed and, if so, for what reason.

I deposited money to be able to use the games offered. However, if the casino closes my account and does not allow me to continue using it, I naturally expect a full refund of my deposit of €115.

I request a clear and comprehensible explanation from the casino:

- Why was my account closed?

Is my account currently under review?

- If so, why and what documents are required?

- When will my deposit of €115 be refunded?

Should verification be required, I am of course prepared to complete it fully. However, I would like clear information about the reason for the account suspension and how my deposited funds will be handled.

Since I have not yet received a satisfactory explanation, I request Casino Guru's assistance in resolving this matter. I would like the complaint to remain open until the reason for the account closure has been clarified and my deposit has been fully refunded.

Kontoschließung ohne nachvollziehbare Begründung – Rückerstattung von 115 €

Ich habe mich bei diesem Casino registriert und insgesamt 115 € eingezahlt. Kurz darauf wurde mein Spielerkonto geschlossen bzw. gesperrt.

Bis zum jetzigen Zeitpunkt wurde mir kein konkreter Grund für die Kontoschließung mitgeteilt. Ebenso ist für mich nicht ersichtlich, ob mein Konto derzeit geprüft wird und, falls ja, aus welchem Grund diese Prüfung erfolgt.

Ich habe Geld eingezahlt, um die angebotenen Spiele nutzen zu können. Wenn das Casino mein Konto jedoch schließt und mir die weitere Nutzung nicht ermöglicht, erwarte ich selbstverständlich die Rückerstattung meiner vollständigen Einzahlung in Höhe von 115 €.

Ich bitte das Casino um eine klare und nachvollziehbare Erklärung:

- Warum wurde mein Konto geschlossen?

- Befindet sich mein Konto aktuell in einer Prüfung?

- Falls ja, warum und welche Unterlagen werden benötigt?

- Wann wird meine Einzahlung von 115 € zurückerstattet?

Sollte eine Verifizierung erforderlich sein, bin ich selbstverständlich bereit, diese vollständig durchzuführen. Ich möchte jedoch eine klare Information über den Grund der Sperrung und darüber, wie mit meinem eingezahlten Geld verfahren wird.

Da ich bisher keine nachvollziehbare Erklärung erhalten habe, bitte ich Casino Guru um Unterstützung bei der Klärung des Falls. Ich möchte, dass die Beschwerde offen bleibt, bis der Grund für die Kontoschließung geklärt und meine Einzahlung vollständig zurückerstattet wurde.

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Hello,

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?

• Do I understand correctly that you didn't manage to place any bets?
• Could you please clarify when exactly your account was closed?
• Did you activate any bonuses on top of your deposit?

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

Best regards,

Kristina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cengiz2000,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina