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Hello, can you please explain why my account has been blocked?

If you pull up everything I deposited in December, you'll realize what a Christmas present I left you. I made big investments to quickly get to vip level and I was blocked, my account is banned. They don't owe me anything, but then everything I deposited in December is blocked for no reason.

Djavan C. F.

[email address hidden by Casino Guru]

Olá por gentileza consegue explicar qual o motivo do bloqueio da minha conta?

Se forem puxar tudo que depositei em dezembro vão perceber o presente de Natal que deixei aí com vocês, fiz grandes investimentos para subir rapidamente de nível vip e fui bloqueado, minha conta está banida. Esta tudo certo não me devem nada, mas depois tudo que depositei em dezembro ser bloqueado sem motivo.

Djavan C. F.

[email address hidden by Casino Guru]

Dear djavancorreafinger,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What was the balance in your account when the casino decided to close it?

Have you passed the full KYC verification?

Did you make any successful withdrawals from this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, Veronica.

What was your account balance when the casino decided to close it?

A- It was zero. I had made a withdrawal of about 500 brl, and everything went smoothly.

Did you go through the full KYC check?

Did you make any successful withdrawals from this casino?

Yes, I was about to go to the Palladium vip level.

In fact, I invested a lot and ended up leaving most of it with the aim of reaching the last VIP level where they promise great benefits.

But calm down, no stress, I just wanted to tell you about it.

Olá Verônica.

Qual era o saldo da sua conta quando o cassino decidiu fechá-la?

R- estaba zerado. Havia realizado uma retirada de uns 500 brl, aonde ocorreu tudo certo.

Você passou pela verificação KYC completa?

Você fez algum saque bem-sucedido neste cassino?

Sim, eu já estava pra ir pro nível vip Paládio.

Na verdade investi muito acabei deixando a maior parte com objetivo de chegar no último nível VIP aonde eles prometem grandes benefícios.

Mas tranquilidade, sem extress só queria mais era relatar esse fato.

Dear djavancorreafinger,

Thank you for your reply.

Please note that, like any other business, a casino has the right to choose its customers. We cannot compel the casino to accept or refuse players; this decision rests entirely with them. Our mediation services are limited to situations where players' accounts were closed while holding rightful winnings, and they are unable to withdraw those funds due to the closure.

As your account balance was zero at the time of closure, we regret that there is nothing further we can do to assist you in this matter. We recommend exploring other platforms for your gaming activities. You can find our recommended list of casinos here: Casino Guru Top Online Casinos.

This complaint will now be closed. Thank you for your understanding. We are sorry we could not provide more help on this occasion. Please feel free to reach out if you encounter issues with this or any other casino in the future.

Best regards,

Veronika

Casino Guru Team