Villento Casino - Igračica ne može da pristupi svojim sredstvima.

I have 53.00 I would like to play at villento casino. I can't deposit or withdraw money that I put in! They have blocked me from these funds. I apologized for my behavior in a prior instance that they didn't want to pay me $600.00 that I won. They said that the interac company had a problem with my email. They couldn't have had a problem with that. As I deposited to the account with that exact email. I emailed the risk management and I try to chat with support and all they do is kick me out of my account with the 53.00 dollar still sitting there. If someone could help me either get the 53.00 out or let me play it in the their casino that would be greatly appreciated.

Thank you in advance,

Michelle B.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you are experiencing. To help us better understand your situation, I would like to ask a few clarifying questions:

• Could you please specify whether the $53.00 is part of your real-money balance or a bonus balance?
• Has your account been completely blocked, or are you only experiencing difficulties with deposits or withdrawals?
• Has the casino’s customer support informed you whether your balance will be paid out or if your account will be unblocked in the future?
• Please forward any communication you have had with the casino’s customer support that may be relevant to the investigation of your case at veronika.f@casino.guru.

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

Veronika

I apologized for my actions prior. I won $600.00 and they kept saying that my there was a problem with my email. I told them there was not a problem with my email that was the same email that I deposited into the casino with. I already had waited 6 days as it was then they told me I had to wait another 6 days. I told them that my friend sitting right beside me had gotten the 10,000 he won in 2 days. I was upset and so I started getting a bit mad! I just wanted the money that I had won. So now the $53.00 that is there is currently bonus money that I have rightfully accumulated from playing my real money at the casino. Therefore I should be entitled to play it. They say I should get ahold of risk management. There is no risk at all! I told them a story to try and get my money quicker since they were trying to delay another 6 days on-top of the 6 days I already waited. So I got upset. Then they just kept on throwing me through all the agents and kept kicking me out. Terrible customer service. They were just giving me the run around! Over and over and over. Same thing now all I want is to play at there casino as I have money that I have accumulated over several of different deposits. Again they are treating me the same as before they throw me around to each agent and then they say let me transfer you to someone who can help. That is a crock of bull. They just won't let me play. I dont have kids i don't have bills but I told them that so they would pay me my money. Because I knew they were lying about my email being faulty because that is the one I used. They were just trying to delay payment. Now what im asking is please let me play my bonus that was accumulated by depositing my real money In Their casino. It is my bonus that is only there because I put money into there casino. So please all I ask is to be able to play there again. I apologized for my actions and being upset but really I had every right. There withdrawal at the most is 4 days. It does not take 12 and there was nothing wrong with my email. They transferred that exact day of me complaining. Please just tell them I am sorry for acting out of turn and it wont happen again. There is no risk playing the casino on my end. They just assumed there was. I have quite a bit of money. I just was told it would take 4 days now its 12 like thats a little bit too much. And to lie about that there was something wrong with my email was a lie. They are trying to tell me I am blocked now it says im restricted for no reason at all.

They are also saying this can't be reversed. Well im thinking since they lied the first time about my email not working and deposited that money instantly into my account that exact day with that same email that they said was faulty. Makes me question the fact that I am restricted and it cant be reversed. That is also another lie im sure. It is just a button they have to press and the viola i am able to play again. I researched this topic of what they are saying its a bunch of bull. So I would like to play my bonus that I earned by playing with real money. Please and thank you!

Thank you for the explanation. I understand how frustrating waiting for your withdrawal can be. It often comes with a lot of nerves, but it is important to remain polite in all situations because abusive or offensive language usually leads to the casino blocking an account.

• Could you please explain the issue with your email address in more detail?
• Also, do you remember how much of the wagering requirement for your deposit bonus was completed when the casino blocked your account? Had your real money balance already been played through at that time, meaning you were playing with bonus funds only?
• If you have any communication with the casino’s customer support, please forward it to me at veronika.f@casino.guru. I have not received any additional evidence from you by email yet.

Hi, I never once used swear words. I was completely polite until they said I had to wait another 6 days for money that was already waiting 6 days! Why should I have to wait! Its there way of delaying the payment! Im sorry but my behavior was called for! I was polite for 2 or 3 days prior to that. When im still fighting on the 4th day for my money after waiting 6 already yes your right it gets frustrating! Plus there deposit to bank account policy is 4 days in total! So to tell me I have to wait twelve when you were expecting it on day 4 when there was no problem with the email in yhe first place. They were delaying it with an excuse that was a lie!. So please I have put money in to have the 53.00 bonus so just flip the switch and we will forget all about it. There is no risk at all I just wanted my money rightfully so! If I owed the power company but told them I wouldn't have it because my email for my bank account won't allow it! Well they are gonna tell me they still need that money and they expect it on time. That is why there is a time limit on things otherwise people like this casino can try and get away with things like this. The email wasn't anything wrong with it and they proved it to me by depositing it to my account immediately because I gave them a bit of a hard time and again rightfully so. DEPOSIT LENGTH 4 DAY NOT 12! JUST wanted to reiterate that once again! I think it was a bit extreme for them to kick me out of all of there casinos! Im pretty sure I have screen shots of most of our conversations. I will have to dig a bit but I will be back with screenshots if I still have them! Thank you for your time! Here are so.e screen shots. I wasn't rude or swearing!

Thank you for your messages and for explaining your situation.

After reviewing the details, we must inform you that we are unable to help you with the bonus issue. Bonuses in general are considered gifts, and access to them is at the casino’s discretion. The casino is therefore within its rights to restrict play or withhold bonus funds, especially in cases where accounts have been flagged or restricted.

Please note that any real-money deposits you have made remain subject to the casino’s standard withdrawal procedures.

We understand this may be frustrating, and we appreciate your understanding of the casino’s policies. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika