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They blocked my account without any explanation. I was playing and suddenly the game kicked me out and prevented me from entering another one. It's worth mentioning that I was winning after losing many deposits!

Bloquearon mi cuenta sin mayor explicación, estaba jugando y de repente el juego me saco y me impidió entrar a otro, cabe mencionar que iba ganando después de muchos depósitos perdidos!

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Dear Sephi25,

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.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean

Hello, unfortunately, the casino doesn't ask for any kind of verification until you do something right or wrong to trigger it. In my case, they asked for verification via email or chat, never through the platform. I sent it as soon as they requested it, along with photos of my bank card. I had only been playing for a relatively short time because I was hesitant to put my money there due to bad experiences of acquaintances. I had only been playing for a little over a month, and the day they blocked me without warning was Saturday, June 6, 2026, around 5 pm. I played slots. Regarding the third question, my current balance has no bonuses; it's completely free of them, except for a weekly cashback of $66 pesos added on Monday, but I was already blocked.

Hola, tristemente el casino no pide ninguna clase de verificacion hasta que no se, que es lo que hace uno bien o mal para que la soliciten, pero en el caso de, me pidieron la verificacion via correo o al chat nunca por la plataforma, igual se las mande a la brevedad que me la solicitaron junto con fotografias de mi plstico bancario, el tiempo que llevaba jugando es relativamente corto pues no me animaba aa meter ahi mi dinero justamente por malas experiencias de conocidos por tanto si tenia poco mas del mes que empece a jugar y el dia que me bloquearon sin mas fue el dia sabado 6 de Junio 2026 aprox a las 5pm. Jugaba en los slots respecto a la tercera pregunta y el saldo actual no cuenta con bonificacion alguna es totalmente libre de este salvo que el dia lunes se agrego un cashback semanal de $66 pesos pero ya tenia el bloqueo.

Thank you for the clarification.

Could you please confirm your remaining balance before the account was blocked?

Have you reached out to customer support about the not being able to access your account? If so, please share with me all relevant correspondence with the casino. Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

I appreciate your assistance.

Dear Sephi25,

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,
Jean
Casino.Guru