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The security service blocked the account without explanation on the account of 5000 UAH, I have been playing in the casino for 3 days, I have never played in an online casino before

Служба безопастности заблокировала аккаунт без объяснений на счёту 5000 гр,играю в казино 3 дня,раньше не когда не играл в онлайн казино

Dear serduk80,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account closed? Have you accumulated your funds with or without an active bonus, please?

Have you received any explanation from the casino regarding this situation?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Blocked three days ago, there was an amount of 5000 UAH, I wrote to those support, they answered that this is a security service and they have no connection with it to explain the reason, the amount was not bonus, after I filed a complaint with you, I received a transfer in the amount of 4975 UAH not the fact that from them

Заблокировали три дня назад,была сумма 5000 гр,в тех поддержку писал,отвечали что это служба безопасности и у них с ней нет связи для объяснений причины,сумма была не бонусной,после того как подал у вас жалобу мне поступил перевод в сумме 4975 гр не факт что от них

Thank you for your reply, serduk80. Have you tried contacting the casino to ask if this transaction is coming from them? Because it looks like it could be a refund of your balance. The amount might be lower because some transaction fees and/or currency exchange fees could be charged.

Yes, there was money from them, but they did not give the reason for blocking the account

Да деньги от них были,но причину блокировки аккаунта так и не дали

serduk80, please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If the casino paid out all the winnings and/or no funds are being held, I’m afraid, there’s not much we can do for you. 

Since the casino has refunded you your remaining balance, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.