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My gaming account was blocked for no clear reason, and despite fully cooperating with customer support, the situation has not been resolved.

After my account was blocked, I was asked to submit documentation for identity verification. I promptly provided all the requested documents, demonstrating my full willingness to comply with the verification procedures.

Despite this, the account is still blocked.

Subsequently, I received an email informing me that the account could not be reactivated following an alleged telephone call. However, I should point out that I never received a call from the operator, nor did I have any telephone contact with their support.

To date:

The account is still blocked

I was not given a clear and verifiable reason

I was not allowed to access the funds in my account

Furthermore, I don't even know the actual balance at the moment, as the account was blocked while I had some bets in progress, which turned out to be winning ones. I assume the total amount is around €650, but I have no way of verifying this.

I have already formally requested:

the unblocking of the account, or

withdrawing the entire available balance

but I haven't received a definitive answer.

I consider the operator's behavior to be unfair, as I have complied with all verification requests and continue to be denied access to my funds without valid justification.

Il mio conto gioco è stato bloccato senza una motivazione chiara e, nonostante abbia collaborato pienamente con il supporto clienti, la situazione non è stata risolta.

Dopo il blocco del conto, mi è stato richiesto di inviare documentazione per la verifica dell’identità. Ho provveduto tempestivamente a fornire tutti i documenti richiesti, dimostrando la mia completa disponibilità a rispettare le procedure di verifica.

Nonostante ciò, il conto risulta ancora bloccato.

Successivamente, ho ricevuto una comunicazione via email nella quale mi è stato indicato che il conto non può essere riattivato a seguito di una presunta comunicazione telefonica. Tuttavia, tengo a precisare che non ho mai ricevuto alcuna chiamata da parte dell’operatore, né ho avuto contatti telefonici con il loro supporto.

Ad oggi:

Il conto è ancora bloccato

Non mi è stata fornita una motivazione chiara e verificabile

Non mi è stato consentito di accedere ai fondi presenti sul conto

Inoltre, al momento non sono nemmeno a conoscenza del saldo effettivamente presente, in quanto il conto è stato bloccato mentre avevo delle scommesse in corso, che risultano essere state vincenti. Presumo che l’importo complessivo si aggiri intorno ai 650€, ma non ho modo di verificarlo.

Ho già richiesto formalmente:

lo sblocco del conto, oppure

il prelievo dell’intero saldo disponibile

ma non ho ricevuto una risposta risolutiva.

Ritengo il comportamento dell’operatore scorretto, in quanto ho rispettato tutte le richieste di verifica e continuo a non avere accesso ai miei fondi senza una giustificazione valida.

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Dear Lindah,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

To better understand the situation, I would like to ask you a few questions:

• Which games did you primarily play (slots, live casino, sports betting, etc.)?
• Which verification documents have you already provided, and when did you send the most recent one?
• Have you submitted all the required documents promptly and in the correct format?
• Were your winnings accumulated with or without an active bonus?

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

Best regards,

Petra

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

Dear Lindah,

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,

Petra