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My account was blocked out of nowhere and I can't log in, I have money in there, someone please help me

Bloquearam a minha conta do nada nao consigo entrar, tenho esse dinheiro la, algue que me ajude

Dear Raiziger,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoStriker.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Have you contacted casino support regarding your account closure? What response did you receive?
• What games did you play to accumulate your current balance in the casino? (slots, live games)
• Did you achieve your current balance with the help of bonuses? 

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,

Tomas

I've been a casino player for a short time.

I saw the review here and thought it would be safe.

I played Coin Strike, that's where I won this money after having already made several deposits and lost it only now that I won it.

No, I deposited money and did not use any bonus, I simply won.

Nobody tells me anything, they told me to contact the support team by email who would resolve the case, but nobody ever responded to my emails.

I feel so deceived, I needed that money, this can't be done.

Sou jogador do casino há pouco tempo.

Vi a avaliação aqui e achei que seria seguro.

Joguei o Coin Strike foi onde ganhei esse dinheiro depois de já ter feito vários depósitos e perdido só agora que ganhei pronto.

Não eu depositei dinheiro e não usei nenhum bónus simplesmente ganhei.

Ninguém me diz nada, me disseram para contactar por email a equipa de support que resolviam o caso, mas nunca ninguém me chegou a responder aos e-mails.

Sinto me tão enganado, precisava daquele dinheiro isto não se faz.

Could you please confirm you were able to submit a selfie during your identity verification?

I couldn't do it because of this problem that I was unaware of and they told me to send an email to support who never responded to me and from what I see they never respond, until then the situation that came up, it's not my fault for showing up this problem, I spoke in chat, everything was ok there was no problem, and then what happens, blocked, no one ever responded to my emails, I have and I did and I did everything right, this is not done, this is theft, help me please.

Não consegui por causa deste problema que ao qual eu era alheio e me disseram para enviar e-mail para o support o qual nunca me respondeu e ao que vejo nunca responde, até que depois veio a situação que veio, eu não tenho culpa de aparecer esse problema, falei no chat, estava tudo ok não havia problema, e depois acontece o que acontece, bloqueado nunca ninguém me respondeu aos e-mail, eu tenho e tinha e fiz tudo direito, isto não se faz isto é roubo, ajudem me por favor.

After that came this, which was no problem, they kept telling me to talk to support by email, they never responded, this is theft, it's a scam, file a complaint, or tell me where to do it, close this casino, they cheat People, I had already lost so many times the only one I won, they do this, identifying everything is not a problem and I did everything right, they get into trouble and then blame people. Why have there been days when no one has responded to my emails if they tell me to talk to support there? It can't be that sad and thank you very much for your work in trying to help people 🙏🙏🙏

depois disso veio isto, ao qual não havia problema, sempre a dizerem me para falar com o support por email, eles nunca respondem, isto é roubo, é uma farsa, façam queixa, ou digam me onde fazer, fechem esse casino, eles enganam as pessoas, já tinha perdido tantas vezes a única em que ganho fazem isto, a identificação de tudo não é um problema tenho e fiz tudo direito, arranjam problemas para depois culpar as pessoas. Porquê que há dias que nunca ninguém me respondeu aos e-mails se me dizem para falar com o support por lá? Não pode ser que tristeza e muito obrigado pelo vosso trabalho em tentar ajudar as pessoas 🙏🙏🙏

In fact, I sent the identification documents in chat with everything correctly, and he said that was it but that I couldn't go there, it had to be in the appropriate section, but they wouldn't let me, this was done on purpose, I'm not here to deceive no one, that no one else will be deceived by the love of God.

Aliás eu mandei em conversa no chat os documentos com a identificação com tudo direitinho, e ele disse que era isso mesmo mas que não podia por ali tinha que ser na secção própria, mas não me deixaram, isto foi feito depropósito, eu não estou aqui para enganar ninguém, que mais ninguém seja enganado pelo amor de Deus.

Thanks for the explanation.

If you have any other correspondence with the casino saved, including chat transcripts, or emails please forward this information to me to my email at tomas@casino.guru

Thanks, I'll check and send whatever I have.

Obrigado, eu vou verificar e envio o que tiver.

I have already sent everything I had to the aforementioned email. Thanks

Já enviei tudo o que tinha para o email referido. Obrigado

Thank you very much, Raiziger, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Raiziger,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CasinoStriker representative to join this conversation and participate in resolving this complaint.

Dear CasinoStriker,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Dear Casino Guru,

I am writing to address the concerns raised about a player's experience with our casino. The player in question has recently communicated dissatisfaction regarding the handling of their account and the associated bonuses.

The player engaged with our platform over several days, making multiple deposits and using various bonuses, including Free Spins and Cash Bonuses, please see print. All deposits exept last one was unfortunatly lost in the Casino after playing on slots.

However, their last recorded activity and last deposit was on November 17, 2023. Following this, there was a notable period of inactivity exceeding a week, were the player had won with Cash Bonus and Free Spin money. This inactivity led to the expiration of the player's Free Spins and Cash Bonuses, as outlined in our Bonus Terms & Conditions.

It is important to note that our bonuses come with specific wagering requirements, which are a standard practice in the industry to ensure fair play and compliance with regulatory standards. The player, in this case, did not fulfill these requirements within the stipulated time frame.

On November 27, 2023, the player contended via email that the winnings accrued from using these bonuses should be theirs. However, our rules clearly state that circumventing or attempting to manipulate our system, particularly regarding wagering requirements, is a violation of our Bonus Terms & Conditions.

As a result of these actions, which are in breach of our agreed terms, the player has been permanently blocked from our site. No payouts of winnings, deposits, or similar will be processed. This decision is in line with our commitment to maintaining a secure and fair gaming environment for all our customers.

We assure you that our policies and actions are in full compliance with regulatory standards and are designed to uphold the integrity of our gaming platform.

Should you require any further information or clarification, please do not hesitate to contact us.

Best regards,

// James

This is ridiculous and a lie, don't be liars or manipulators, the bonus doesn't even come into play when I wasn't entitled to it and no one I had conversations with resolved it, I deposited it into the account without any bonus, I won 1500 euros on coin strike with the grand currency what happened? They don't want to pay of course

Isto é ridículo e mentira, não sejam mentiroso nem manipuladores, o bónus nem sequer no caso entra que eu não tive direito e ninguém eu tenho as conversas o resolvia, depositei na conta sem bónus nenhum ganhei 1500 euros na coin strike com a moeda grand o que aconteceu? Não querem pagar claro

. the bonus was this, I don't know what happened, this just appeared, I didn't do anything, I asked, I sent an email, nobody could respond, they said I could play. I have conversations, this won't go away, I want my money.

.o bonus era isto eu não sei o que aconteceu só aparecia isto, não fiz nada perguntei mandei e-mail ninguém conseguia responder disseram que podia jogar. Tenho as conversas isto não vai passar em claro, quero o meu dinheiro.

Why don't they pay me? Why do they never respond to emails?

porque não me pagam? Porque nunca respondem aos e-mails?

Here they told me to deposit that there was no problem, I have everything here, be sincere and true.

esta aqui disseram para eu depositar que nao havia problema, eu tenho tudo aqui, sejam sinceros e verdadeiros.

I have everything saved and ready to display, thank you for your excellent work Casino Guru I, like many others, have nothing else to turn to other than you, I hope to get my money back, I left a lot of money in that casino, but in any case, thank you from the bottom of my heart for the your work.

Tenho tudo guardado e pronto para expor, obrigado pelo vosso excelente trabalho Casino Guru eu como muitos não temos mais nada a recorrer a não serem vocês, espero recuperar o meu dinheiro, deixei lá muito dinheiro nesse casino, mas de qualquer forma obrigado de coração pelo vosso trabalho.

Another very strange thing, in the chat it's always Olivia no matter what time it is, this is not credible something wrong is happening or has happened here, even look at the time of all the conversations

Outra coisa muito estranha, no chat é sempre a Olivia fosse a que horas fosse como fosse, isto não é credível algo de errado se passa ou passou aqui reparem até nas horas todas as conversas

Hello Raiziger,

Do I understand the situation correctly that you have used the bonus, won some funds while wagering with an active bonus and stopped wagering until the wagering requirements expired? In this case, you are only eligible for the deposit from a bonus. What was your deposit amount?

I am looking forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

I'd like to provide some clarity regarding the blocking of the player's account. The block occurred because the player accrued winnings in their Bonus wallet without active engagement, letting Bonus time expire while still having winnings from a Cash Bonus. Notably, all provided wallets from the user were at 100% wager. The correct wager was only visible after bonus wagering was met or expired. We've now adjusted our settings, so the Wager isn't automatically set to 100% when an active bonus is present. When the bonus money runs out or expires, the system then reveals the true balance and wager. In this case, it appears the player allowed the bonuses to expire deliberately, aiming to capitalize on the won bonus money. The system operated as intended under these circumstances. Post-expiration of the bonuses, the player's balance stood at less than 1 €. We have no control over a player's choice to not utilize their bonuses. All relevant information has been communicated to the player as he reached out approx. 10 days after his last spin and activity. He is fully informed about the reasons for the account block. Due to compliance and personal data protection, we are unable to disclose further details. This case is therefore closed on our end. We also want to point out that the player accepted numerous promotions, and the balance shown in the screenshot does not match our records, as our system indicated a lower balance before the drop.

Best regards,

// Support Team

Dear CasinoStriker,

Could you provide me with the player's game log? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the documents.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoStriker,

I haven't received the game log from your side. We cannot investigate further without the player's game log. If you fail to respond to the complaint, it will be closed as "unresolved", which might lower the rating on our website.

I appreciate your understanding.

Dear Casino Guru,

We would like to inform you that we have reached a final decision in the case you revisited, concerning a player who feels that they have lost their money. After careful review and consideration, we have concluded the matter and have nothing further to add. Regarding the player log, this will not be sent over to any third party.

Best regards,

Support

Hello Raiziger,

Could you respond to my abovementioned question?

"Do I understand the situation correctly that you have used the bonus, won some funds while wagering with an active bonus and stopped wagering until the wagering requirements expired? In this case, you are only eligible for the deposit from a bonus. What was your deposit amount?"

I am looking forward to your response.

Goodnight.

No, I didn't play with any bonus, I made a deposit of 20 euros without a bonus and won in the coin strike game, they have no arguments so they don't respond or present anything because I was robbed, I have chat conversations saying that I could deposit, that I could withdraw the amount I had won but that complete verification was missing, then they start lying and omitting, this is not done, I want my money. They do what they want, they block accounts, they don't pay, they don't provide justifications, everyone needs to know this so that no one can play at that casino again.

Thank you for your work casino guru, this is very sad and revolting, to keep the money from the various deposits before they were there was no problem paying, this is it. Compliments

Boa noite.

Não nada disso, eu não joguei com nenhum bonus, eu fiz um depósito de 20euros sem bonus e ganhei no jogo coin strike, eles não têm argumentos por isso não respondem nem apresentam nada porque eu fui roubado, eu tenho as conversas no chat a dizerem que podia depositar, que podia fazer o levantamento do valor que tinha ganho mas que faltava a verificação completa, depois começam a mentir e omitir, isto não se faz quero o meu dinheiro. Fazem o que querem, bloqueiam as contas, não pagam, não prestam justificações toda a gente tem de saber isto para ninguém mais jogar nesse casino.

Obrigado pelo vosso trabalho casino guru, isto é muito triste e revoltante, para ficarem com o dinheiro dos vários depósitos antes ficaram não havia problema para pagar é isto. Cumprimentos

Hello Raiziger,

Since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru