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My account has been closed with €1010 in it and I can't access it. I've contacted the 24-hour chat support and all they tell me is to email the casino. I've sent emails but they never reply.

Me han cerrado la cuenta con 1010€ en ella y no puedo acceder. Escribo al chat 24 horas y lo único que me dicen es que mande un mail al casino. Mando mails pero nunca responden.

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Dear Acosfra83,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

Good morning. Thank you very much for your reply. I only placed sports bets. My account is 100% verified.

At the time my account was closed, I did not have any active bonuses.

My account was closed suddenly, and now I can't access it or withdraw my money. They're not responding to emails, and I don't know what I can do to get my €1010 back.

Buenos días. Muchas gracias por responder. Yo solo hacía apuestas deportivas. Mi cuenta está verificada 100%.

En el momento que me cerraron la cuenta no tenía ningún bono activo.

Me cerraron la cuenta de un momento a otro, ahora no puedo acceder a mi cuenta y no puedo sacar mi dinero. No responden a los mails y no sé qué puede hacer para recuperar mis 1010€.

Thank you for your reply and for providing the previous details, Acosfra83.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Best Regards,

Petra