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Hello, I requested that my account be closed. In the meantime, I had made several deposits and actually won some money. I requested these amounts for withdrawal, but shortly afterwards I received a message that my account had now been closed and all my winnings were invalid.

However, after requesting the payout, I repeatedly and unsuccessfully asked the 24/7 customer support if my account could please only be closed once the payouts were completed.

Please help me.

Hallo ich habe um Schließung meines Kontos gebeten, in der Zwischenzeit hatte ich mehrere Einzahlungen getätigt und tatsächlich auch etwas gewonnen, diese Beträge habe zur Auszahlung beantragt, kurze Zeit später bekam ich eine Nachricht dass mein Konto nun geschlossen wurde und all meine Gewinne ungültig sind.

Ich habe aber nach der Beantragung des Auszahlung mehrfach vergeblich beim 24/7 Kundensupport angefragt ob mein Konto bitte erst geschlossen werden kann wenn die Auszahlungen abgeschlossen sind.

Bitte helfen sie mir.

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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 specify the reason for closing your account?
• Did you accumulate your winnings with or without an active bonus?
• 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.

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

Dear Dieterpeter,

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,
Attila
Casino.Guru