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Hello, my account was blocked because I had to receive more than € 200 in cashback.

I received an email that my account has been blocked. You haven't answered anything since then.

Hallo,mir wurde meine Konto gesperrt, habe doch ja über 200€ cashback erhalten müssen.

Eine Email habe bekommen dass gesperrt worden meine Konto. Seitdem antworten Sie gar nichts mehr.

Dear eraxxxxa,

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. Was your account fully verified previously? Could you please advise how much was the active balance in your account at the time of the closure? Did you receive any explanation from the casino why your account has been deactivated?

Ideally, please forward any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi!

I invested several thousand euros, and before cashback had received, suddenly nothing could deposit any more. Then I asked via chat why I can't even pay in, because I said I have to write an email. I have sent emails very often and only replied that my account has been blocked. Funny. Over € 200 cashback should have been received and they blocked me. Allegedly I violated some terms and conditions.

I don't understand, I just want to receive my cashback, which is due to me.

Yes, my account is fully verified!

Hallo!

Habe mehrere tausend Euro investiert, und bevor cashback hatte erhalten, plötzlich könnte nichts mehr einzahlen. Dann habe per Chat gefragt warum kann ich nicht mal einzahlen,da haben gemeint muss ich einen email schreiben. Habe Email gesendet sehr oft, da haben nur geantwortet dass meine Konto blockiert worden. Komisch. Über 200€ cashback müsste erhalten,und sie haben mich blockiert. Angeblich hab ich etwas Geschäftsbedingungen Verstoßen.

Ich verstehe es nicht, ich möchte nur meine cashback erhalten,was mir zusteht.

Ja,meine Konto vollständig verifiziert!

Is there any relevant communication between you and the casino that you could forward to me?

Yes, I will send it by mail

Ja habe,ich schicke es per mail

Thank you, eraxxxxa, for your email. Are there any funds being held by the casino? Could you please advise how much was the active balance in your account at the time of the closure?

I didn't have any credit, but I was waiting for cashback of over € 200

Habe keine guthaben gehabt, aber habe auf cashback gewartet,von Höhe über 200€

Before they got cashback they blocked me

Bevor dass cashback bekommen hatte, haben mich blockiert

I fully understand your point of view. Unfortunately, casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice. If there are no real funds being held by the casino, I'm afraid we're not in the position to help you.

Yes, but cashback is not a bonus money, it is part of deposits.

Ja aber cashback ist keine Bonusgeld,sondern ein teil von Einzahlungen.

I understand your point of view, however, even cashback falls under the category of bonuses/promotional offers and the casino is not obligated to grant to a player. Have you been specifically promised to receive it in the past?

Dear eraxxxxa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.