Bag.win Casino - Das Konto des Spielers wurde unerwartet geschlossen.

I have been gambling on this website for over a year and everything was fine. I lost some money in that period of time but that's fine, risk of playing in a casino. But yesterday I deposited around 1300 USD and wagered it up to 2350 USD. When I wanted to cash out later I couldn't sign into my account anymore and they said my account was terminated due to violation of their terms. I'm not aware of any violation. They told me to send an email to their support, which I did. I now have to wait for 24 to 48 hours for a response. Can you help me get the remaining balance out of this account?

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Kristina,

I was playing slots mostly.

The account was KYC verified if that's what you mean.

I accumulated my winnings without an active bonus.

As of now I'm waiting for a review of my appeal by their support team. They said I have used multiple accounts which I didn't. I mentioned a demand for a refund of the remaining balance in my account which they completely ignored, no response on that part.

Thank you very much for your reply. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I have sent you an email with all the communication between me and bag.win

Hope to hear soon from you

I see that you indeed created and used more than one account. Can you please forward me the conversation in which the casino allowed you to use your original account after you created the second one?

Dear Waffles1312,

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,
Kristina
Casino.Guru