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Locked my account via chat live they took what I said very wrong and locked me out of my account said I had a gambling problem because when I won 3100 on red hot Saphires I wanted to celebrate with my girl so I ordered pizza and called a cab to go pick it up cause the transfer said it was good and I had already withdrew around five times yesterday before I won and all where less then 15 min to be deposited via my email to my koho account belonging to me so when money wasn't in yet I talked to chat asked them if my winnings was being put into my bank and I also said I needed the transfer to go through to get my food I ordered and cab to get it and all of a sudden agent chat went off saying you rely on gambling to get food and transportation wow I was being honest on why i needed my money and the locked me out for real haven't sent me a dime and it's been a few days now no reply so I was under the impression when you win it's natural to be happy and have a good moment in this world then they did that to me and it's just not good whatever it is they are doing it's not right I won fair and square no bonus no bullshit and I thought I could be real with the support team guy live chat and was honest to him and he seriously put me down and told me I have a gambling problem I'm so mad cause I'm homeless and need this money so bad right now because we to get a new place like today and

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Dear Theo89,

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.

• Your account got blocked before receiving your winnings of 3100. Is that correct?
• 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?

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

Best regards,

Jean

opoened account few months ago no problems successfull withdrawls intantly to my koho my id card was verified beforev my account was locked they keep sending me notifications asking for proof of address i cant access live chat anymore cn you get them to unlock my avcount i sent them dress proof i sent them my new direct ebergy onliestatement with proof ohf registerd adrees on my acount i should be fully verified and the withdrls for 3000 and 100 should be sent to my koho as it should have altready to my auto deposit email [redacted] i also have money on the acount itself few hundred and lots of point like 14000 i was winning even after my withdrawl was approved i was still playing and winning before live chat locked my account and i asure you at no point was i out of line talking to casino you will see in the transcrip when they make it availavble i know not to disrespect the agents for sure and even thoi was more then mad enough i didnt want to mess up my winning so i was in control so when the agent did what they did it relly threw a curve ball at me it felt on purpose out of line and very unpleasent and very not right especially because i am a good customer and did not deserve to be treated lie like that i won i should of had a good time

When was your account blocked?

How did you learn about your account being blocked? If possible, could you upload a screenshot of the block notification?

Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

Dear Theo89,

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