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I suddenly sent an email like this and my account was locked.

I don't remember it, it was over a year ago. I used it normally for the year. Meanwhile, the VIP rank went up to the second from the top.

When I contacted support, I applied for a chargeback, so I have to cancel it to unlock my account.

There is no help for it, so I called the pay phone of the card company several times and confirmed it, but there is no such fact.

I will tell support again to that effect, but if I confirm it, I will contact you and that's it

Account lock will be released after 1 day, but there will be an email saying that the investigation will continue

I was worried about it, but I haven't heard about it for a month, so I contacted support, but I still don't understand.

Same after 2 months

After three months, I only apologized that it was a mistake on the casino side.

I made him wait a long time and asked if there was a price for this because it took extra time and money, but if I do not do such a response, I will point out.

Even if you ask me why you don't have to take such measures and why you want me to tell you the grounds, it's a decision of the related departments, so I can't ask with support.

Really low quality customer service.

このようなメールを突然送ってきてアカウントロックされました。

身に覚えがないし、１年以上前のことでした。その１年は普通に利用してました。その間にVIPランクは上から２番目まで上がりました。

サポートへ連絡したら私がチャージバック申請をしているので、それを取り消さないとアカウントロック解除しないの一点張り。

仕方ないのでカード会社の有料電話に何度かTELし確認するも、そのような事実は無いとのこと

その旨を再度サポートに伝えるが、確認したら連絡しますとそれだけ

1日後にアカウントロックは解除するが調査は続けるとメールあり

気になっていたが1か月音沙汰なしなので、サポートへ問い合わせるがまだわからない

2か月後も同じ

3か月経ってやっとカジノ側の手違いでしたと謝罪のみ来ました。

散々待たせて、こちらも余分な時間と費用をかけたからその対価はないかと聞いてみたが、そのような対応はしないと一点張り

そのような対応をしないでも良いという理由、根拠を教えて欲しいと聞いても、関連部門の判断なのでサポートでは聞けないとの一点張り

本当に品質の低いカスタマーサービスです。

Dear kepiciodeltoro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that you have been accused of chargeback?

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

Dear kepiciodeltoro,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, 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.