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Hello, I made a deposit at the casino today, 09.11.2023, and won. I wanted to withdraw €1100 and made a request for the withdrawal. Suddenly, I was informed that my account has been blocked because supposedly on 09.10.2023, I had requested to close my account, which is untrue.

Hallo , ich habe heute 09.11.2023 bei dem Casino eingezahlt und gewonnen , wollte 1100€ abheben , habe die Auszahlung auch beantragt und aufeinmal höre ich das mein Konto gesperrt ist weil ich angeblich am 09.10.2023 eine kontoauflösung beantragt habe , was aber nicht stimmt

Dear Isco33,

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.

• Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino?
• Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it 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

Hello, yes, I have already had myself blocked by some casinos, but not at this one and the statement that it happened a month ago and that I was still able to deposit €245 today until I won is purely arbitrary

Hallo , ja ich habe mich schon von einigen Casinos sperren lassen , aber nicht bei diesem und die Aussage das es schon vor einem Monat soll passiert sein und ich heute noch 245€ einzahlen konnte bis ich gewonnen habe ist reine Willkür

I just received an email saying that the closure was probably an internal error and that they want to reopen my account within 7 days and credit the €1100 to my player account

Ich bekam soeben eine email das dass mit der Schließung wohl ein interner Fehler war und sie mein Konto innerhalb von 7 Tagen wieder öffnen wollen und mir die 1100€ auf mein Spieler Konto gutschreiben wollen

I received my money! I can only recommend the casino for its speed

Habe mein Geld erhalten ! Kann das Casino für die Schnelligkeit nur empfehlen

Dear Isco33,

We've carefully reviewed your case and want to express our gratitude for your feedback.

Upon your request, your account has been permanently blocked, and we've successfully processed the refund. We have also sent you an email with all the information.

We apologize for any inconvenience and appreciate your understanding. If you have additional concerns or questions, please feel free to reach out.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Isco33, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru