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The casino deactivated my account out of the blue when I had 61€ to withdraw after making a deposit. I was never able to check my account because it always gave me an error and they deactivated my account and didn't give me any information or answer my emails. The account that was deactivated was the one with the email address

O casino desativou a minha conta sem mais nem menos sendo que eu tinha 61€ para levantar depois de ter feito um depósito. Nunca consegui verificar a minha conta pois dava sempre erro e eles desativaram a minha conta e não me deram nenhuma informação nem me respondem aos emails. A conta desativada foi a conta com o email maraoliveira9056@gmail.com

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,  

Katarina

I made a deposit of €11.34 using the binance method. I played several games and accumulated €61.45 from those plays. I didn't get any bonuses.

Then I went to verify my account and it gave me an error and I tried several times to contact support and live chat and all I was told was that they would forward my problem to the department responsible.

The next day I can't log into my account because the casino has deactivated it, and I had my money in it and now I can't get it back.

Below is all the proof of deposit, winnings generated and the inability to log into my account.

Eu efetuei um depósito de 11.34€ pelo método da binance. Joguei em vários jogos e acumulei um valor de 61.45€ com essas jogadas. Não obtive bónus nenhum.

Depois fui fazer a verificação da minha conta e deu erro sendo que tentei várias vezes entrar em contacto com o suporte e o chat ao vivo e só me disseram que iam encaminhar o meu problema para o departamento responsável.

No dia seguinte não consigo entrar na minha conta pois o casino desativou a, e possuía o meu dinheiro dentro do mesmo e agora não o consigo recuperar.

Segue a baixo todas as provas de depósito, ganhos gerados e impossibilidade de entrar na minha conta.

I look forward to hearing from you.

Aguardo respostas.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots from your previous reply. The pictures are very blurry and hard to read.

Please notify us via this thread once the email has been sent.

Looking forward to your reply.

Katarina

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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.

Dear maraoliveira8987,

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,
Katarina
Casino.Guru