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They blocked my account with my fresh money, 1500 dollars.

And they don't communicate with me.

It's been a week and my account is still blocked with my money.

I had to write to them by mail and they replied that due to security policies they had blocked my account because I had lost a lot of money and there were exclusion terms.

Money I lost, because their games are rigged, none of them have an approved return percentage.

And that is not enough now they blocked my account keeping more of my money without notifying me without notifying the client or user.

Bloquearon mi cuenta con mi dinero recién puesto, 1500 dólares.

Y no se comunican conmigo.

Ya pasó una semana y mi cuenta sigue bloqueada con mi dinero.

Tuve que escribirles por correo y respondieron que por políticas de seguridad habían bloqueado mi cuenta porque yo había perdido mucho dinero y habían términos de exclusión.

Dinero que perdí, porque su juegos están manipulados, ninguno tiene un porcentaje de devolución aprobado.

Y eso no es suficiente ahora bloquearon mi cuenta quedándose con más de mi dinero sin avisarme sin avisar al cliente o usuario.

Dear GIOVANA,

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 if you have accumulated your winnings with or without an active bonus? Was your account successfully verified in the past?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good day

To your questions:

My money is without any active bonus.

Previously they verified my account, meticulously, when I wanted to withdraw money it took more than a month to verify my account, my data etc and after a month I was able to withdraw my money. In other words, my account has already been verified.

I will send what the casino responds to me to the email indicated.

How I mentioned they blocked my account without saying anything and with my money that I had just put in a few hours before.

Buen día

A sus preguntas:

Mi dinero está sin ningún bono activo.

Anteriormente verificaron mi cuenta, minuciosamente, cuando quise retirar dinero se demoraron más de un mes en verificar mi cuenta, mis datos etc y después de un mes pude retirar mi dinero. Es decir mi cuenta ya ha Sido verificada.

Voy a enviar lo que me responde el casino al correo que indica.

Cómo les comenté bloquearon mi cuenta sin decir nada y con mi dinero que recién había puesto unas horas antes.

Thank you very much, Giovana, for forwarding all the relevant communication. Do I understand correctly that you have taken a 10-day break from the casino? When the break was over, you’ve deposited $1,500 into your account and it got blocked straightaway before you could place any bets? 

If I take a 10 day break, then enter dollars, then I received a call from this casino, at the time of receiving the call I was in the clinic or medical center, I could not understand what they were saying or asking, after this call the casino I block my account, with money that I had deposited a day before the call.

Si tome un descanso de 10 días, luego ingrese dólares, luego recibí una llamada de este casino, al momento de recibir la llamada me encontraba en la clinica o centro médico, no podía entender lo que decían o preguntaban, después de esta llamada el casino bloqueo mi cuenta, con dinero que había ingresado un día antes de la llamada.

Thank you very much, GIOVANA, for your reply. I’m afraid we’ve reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against MGA-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/.

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding. 

Thank you for the response, I want to make an official complaint, if I need help to proceed with it. I will be very grateful if you guide me. Thanks

GRacias por la respuesta, quiero presentar una queja oficial, si necesito ayuda para proceder con ella. Agradecere mucho me orienten. GRacias

Please, let me know anytime if our assistance is required.

Dear GIOVANA,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.