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Dear KM90,

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. Have you received confirmation regarding successful account verification before your account got blocked? Have you received any winnings from this specific casino in the past? Were your last winnings accumulated with or without an active bonus?

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

Hi,

Thanks for offering to help.

The accounts are verified, though I havent got any email proof. I'm not certain if there is a bonus active on any of the accounts, but the winnings are from playing with deposited cash on blackjack. As mentioned in the complaint, I recently received refunds from some jumpman games sites, after I was excluded from all jumpman games sites. However, I have not been refunded from Target Slots, Slot Racer, Immortal Wins, Thor slots, and Amazon Slots, and cannot access the accounts because of the exclusion.

Thank you very much, KM90, for the forwarded emails. From the casino's reply (see below) I understood that just a few days ago you have been assured that all the pending withdrawals and remaining balances will be returned to you.

"Troy (The Complaints Team )

Feb 23, 2022, 9:43 GMT

Hi there,

Our Terms and Conditions state the following:

"Access to the Website is permitted on a temporary basis, and we reserve the right to restrict or suspend your access to the Website or close it indefinitely. In such circumstances, your remaining real money balance will be repaid to you in full."

Your account(s) held on our network and sister networks have been closed and banned in accordance with the above terms and conditions. This has been applied permanently.

I can confirm that any real money in your accounts will be returned to the registered payment method. If you have any pending withdrawals, these will be processed as usual.

Kind regards,

The Complaints Team"

______________________________________________________________________________________

I fully understand that you have been experiencing difficulties verifying your accounts a long time before that and that you are frustrated however, please bear with me another 10 days, allowing to casinos two full weeks to process the refunds and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your payouts. Thank you in advance for your patience.

Hi, I really urgently need the money within the next few days for a business trip. I've stressed this to them since December. They really are causing me huge stress. I will follow your process and wait 10 days then. Thanks

Hi, I've been paid the money now. Am I still able to continue this complaint to chase compensation for the stress caused?

Thank you very much, KM90, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with?

Please understand that we do not proceed with any cases related to stress caused.

Thank you in advance for your reply and understanding.

Hi. Yes, the complaint can be closed. Appreciate your help, thanks for replying so quickly.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, KM90, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru