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For the past month, they've been saying my account is under internal review. They haven't specified what they're reviewing or how long it will take to resolve. Because of this, I can't make withdrawals. Please note that my account has been successfully verified through KYC.

Desde hace un mes que indican que mi cuenta esta en revision interna. No especifican que estan revisando ni el tiempo de solucion. Por esto no puedo realizar retiros. Considerar que mi cuenta esta verificada KYC con exito.

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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.?
• Are you currently able to access your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Feliperojas,

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.

Hello.

According to the questions asked...

• They were mostly slot games. In addition to tournaments that were available at the casino.
• I can currently access the account and continue using the funds. Since I can still use them, I have continued using the balance, and the amount I cannot withdraw now is greater than 2,000,000 CLP.
• The winnings were accumulated from tournament prizes available at the casino, with bonuses that I was able to complete according to the casino rules and bonus wagering requirements.

Greetings.

Hola.

De acuerdo a las preguntas realizadas...

• En su mayoria fueron juegos tragamonedas. Ademas de torneos que estabas disponibles en el casino.
• Actualmente puedo acceder a la cuenta y seguir usando los fondos. Como aun los puedo usar he seguido usando el saldo y el monto que no puedo retirar ahora es mayor a 2.000.000 CLP.
• Las ganancias fueron acumuladas en premios de torneos disponibles en el casino, con bonos que pude completar de acuerdo a las reglas del casino y requisitos de apuesta del bono.

Saludos.

I'd like to add that today, August 10th, my account was blocked, indicating that I have another account associated with my name, which is not the case. My account has been verified through KYC without any issues.

Sumo al caso que hoy 10-08 mi cuenta fue bloqueada indicando que tengo otra cuenta asociada a mi nombre y esto no es asi. Mi cuenta se encuentra verificada KYC sin problemas.

Thank you for your response. Could you please confirm whether you currently still have access to your account? Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi there.

I no longer have access to the account... it says account is blocked.

It's possible someone in my household created an account... I have no way of knowing.

I'm sending the requested information to the email address provided. I've also attached some screenshots here.

Greetings

Hola buenas.

Ya no tengo acceso a la cuenta... indica cuenta bloqueada.

Es posible que alguien en mi hogar haya creado una cuenta... no tengo como saberlo.

Te envio lo solicitado al correo indicada. Ademas adjunto algunas capturas aca.

Saludos

Hello,

Thank you for the additional information.

According to the communication you have attached, the casino claims that multiple accounts were opened using the same email address. Could you please confirm whether there is any possibility that you previously created another account at this casino?

Additionally, could you please check with the members of your household whether anyone else has created or used an account at this casino?

Thank you in advance for your cooperation.

Best regards,

Attila

Dear player,

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,
Attila
Casino.Guru