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My account is disabled. I can't withdraw my winnings

Dear jerryleeiii87,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hello there I’ve had this account for quite some time I’m pretty sure over six months. I was never asked to do an account verification, and would happily do. I strictly play a lot of slots, and I have balanced between Mammoth tundra. The beauty and the beast slot also a big fan of blackjack. I initially use the bonus a while ago and have used there for a friend bonus, but have not used one in quite some time. I accumulated these winnings off one of their slots. I went to log back in later on, and it says my account is disabled. All my efforts communicate with this casino has been denied, and I have gotten nothing but silence.. this was highly recommended to me and I am very confused on what to do now. I’m hoping you can help me recover my winnings and communicate with the casino so I may be able to play again and get a resolution to why my account was disabled..

Thank you very much, jerryleeiii87, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello jerryleeiii87,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear mBitCasino,

Could you possibly provide additional information regarding the disabled account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

After reviewing our records, we found that the player created their account on 2023-03-22 but hasn't had any activity ever since on that account. Additionally, we couldn't find any communication via email or chat with the player.

To assist us in resolving this matter, could you kindly provide further details? This includes proof of any deposits made into the account and evidence of communication initiated from this account. Your cooperation would greatly help us in resolving this issue. Thank you.

Dear jerryleeiii87,

Please provide the casino with the requested documents and let us know here in the thread with any updates. We will be waiting to hear from you.

I did not get communication from the casino. I have many crypto transactions. How can i find out what one is to them?

Dear jerryleeiii87,

Please provide us with screenshots of your emails or any other way you have tried to reach the casino.

Dear jerryleeiii87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.