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I registered on July 23rd, added funds, managed to play only 1 game and my account was restricted, I lost 100 USD and I could not continue playing anymore.

They requested documents to verify my deposits, which I sent on July 23rd. I did everything quickly so that they would activate my account quickly as well.

I spoke to the chat, indicated that I had sent everything already, and they told me that within 72 hours they would review my documents and I would have an answer.

Seven days have passed and I haven't received any response. No matter how many emails I send or how many times I go into the chat to complain, they always say my documents are under review.

I just read other complaints from other users, and they've had their accounts under review much longer than I have, and nobody is resolving anything for them. I think I've already been scammed, all because I trusted the ratings you have for this website here.

I don't understand how the security level can be so high when I read many complaints from people whose money is being held on this site and who have already been scammed.

Please, if you can help with my account and my money, which is stuck on this website and I see it will be for several more days, based on what other users have said.

me registre el dia 23 de julio, ingrese saldo, alcanze a jugar 1 solo juego y me restringieron mi cuenta, perdi 100usd y no pude seguir jugando mas.

me solicitaron documentos para corroborar mis depositos, los cuales envie el dia 23 de julio, hice todo rapido para asi me habilitaran mi cuenta rapido de igual forma,

hable al chat, indique que envie todo ya y me dijeron que en plazo de 72 horas revisarian mis documentos y tendria una respuesta.

han pasado 7 dias y no tengo respuesta alguna, por mas que envio correos, entro al chat a reclamar, dicen que siempre estan en revision mis documentos

acabo de leer otras quejas de otros usuarios y llevan mucho mas tiempo que yo con sus cuentas en revision y nadie les soluciona nada, creo que fui ya estafa y todo por fiarme de las calificaciones que ustedes le tienen a este sitio web aqui

no entiendo ni comprendo como puede ser el nivel tan alto seguridad si leo muchas quejas de gente que su dinero esta retenido en este sitio y a sido estafa

favor si pueden ayudar con mi cuenta y mi dinero que esta parado en este sitio web y veo que sera por bastantes dias mas. por lo leido a otros usuarios

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Could you please advise whether you are currently able to log into your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Could you tell us which games you focused on: slots, live casino, sports betting, etc.?

I didn't get to play at all; as soon as I deposited my money, they closed my account.

Could you please tell us if you are currently able to log in to your account?

No

Did you accumulate your earnings with or without an active bonus?

No, I didn't win anything, I didn't play, and they closed my account.

¿Podría indicarnos en qué juegos se centró: tragamonedas, casino en vivo, apuestas deportivas, etc.?

no alcanze a jugar nada, apenas deposite mi dinero me cerraron mi cuenta

¿Podría indicarnos si actualmente puede iniciar sesión en su cuenta?

no

¿Acumulaste tus ganancias con o sin bono activo?

no, no gane nada, no juge y me cerraron mi cuenta

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Juana.Espinoza22,

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.

I just sent you the email, dear.ada

Le acabo de enviar el email esti.ada

Dear Player,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. Therefore, we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue.

I would recommend you complete the casino dispute and complaints process outlined here:

https://help.bet365.com/en/complaints-procedure by contacting eCogra and if not successful, Malta Gaming Authority

Feel free to take advantage of our resources on the topic:

https://casino.guru/licensing-authorities/malta-license Malta gaming authority introduction and contact information

https://casino.guru/submitting-complaints-to-regulators Our guide on how to proceed when contacting regulators with a complaint.

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 issues with any online casino in the future.

Best regards,

Attila