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A month ago I won a large amount of money, I have been making a maximum withdrawal of €2000 for a few weeks, suddenly today when I log in it tells me that I do not have permission to log in. I speak with customer service and they tell me that it is a management decision and they cannot give me more details

Hace un mes gané una gran cantidad de dinero, llevo unas semanas realizando retiro maximo de 2000€, de repente hoy al entrar me pone que no tengo permiso para iniciar sesión. Hablo con atención al cliente y me dicen que es una decisión de gerencia y no me pueden dar más detalles

Dear carlos_gonz1,

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 passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that €20,000 (dispute value) is being held in your account?

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

My earnings were with a bonus, but I already spent the part corresponding to the bonus at the time, all the remaining balance is withdrawable.

Exactly, in my account I have €20,000 in addition to a withdrawal requested from Tuesday the 29th that I don't know if it will be processed.

Thanks. All the best.

Mis ganancias fueron con bono, pero ya gasté en su momento la parte correspondiente al bono, todo el saldo que me queda es retirable.

Exacto, en mi cuenta tengo 20.000€ además de un retiro solicitado desde el martes día 29 que no se si se llegará a procesar.

Gracias. Un saludo.

They sent me an email today that after reviewing my account they have re-enabled it with all the balance and the pending withdrawal already processed. I already have my account again, we can consider the complaint resolved. Thanks.

Me enviaron hoy un correo que tras revisar mi cuenta me la han vuelto a habilitar con todo el saldo y el retiro pendiente ya procesado. Ya tengo mi cuenta de nuevo, podemos dar por resuelta la queja. Gracias.

Dear carlos_gonz1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina,

Casino.Guru