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My account was closed without reason. I tried to contact support but was blocked from reaching the support team.

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Dear Tan179,

Thank you very much for submitting your complaint. I’m sorry to hear about your account being closed and the difficulties you’re facing when trying to contact the casino’s support team.

To better understand your situation, could you please clarify the following:

• When exactly was your account closed?
• Did you receive any email or notification from the casino explaining the closure (even an automated message)?
• What type of games were you playing most frequently (e.g., slots, live casino, sports betting, table games, etc.)?

If you have any communication attempts, screenshots, or messages received from the casino, please forward them to petronela.k@casino.guru so we can review the details.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account was locked immediately after I successfully verified it. They didn't send any email or message explaining why they locked it. I had played many games there, including slot machines, live casino, and sports betting.

Hi Tan179,

Thank you for your reply and for clarifying the situation.

To help us assess your case properly, could you please confirm the following:

• Registration date: Approximately how long ago did you register your account with this casino?
• Withdrawal history: Have you had any successful withdrawals from this casino in the past?
• Verification confirmation: Did you receive or save any confirmation of successful verification (such as an email, notification, or screenshot) before the account was locked?

If you have any screenshots or emails related to the verification or account lock, please forward them to petronela.k@casino.guru.

Thank you in advance for your clarification.

Dear Tan179,

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,
Petronela
Casino.Guru