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Hello, I can't access my account, it tells me that the action is blocked, I contacted the live chat and they told me that they were going to communicate with me via email and no one did. So I wrote to the live chat again and I got the same answer again and still no one has done it and I still can't access my account and my money

hola no puedo acceder a mi cuenta me dice que la accion esta bloqueada, me comunique con el chat en vivo y me dijeron q se iban a comunicar conmigo via mail y donde nadie lo hizo. Por lo que volvi a escribirle al chat en vivo y volvi a obtener la misma respuesta y aun nadie lo ha hecho y sigo sin poder acceder a mi cuenta y a mi dinero

Dear ogrofabbiani,

Thank you very much for submitting your complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation properly. Can you please confirm that you have passed the KYC verification? Have you made any successful withdrawals in the past? Has the casino given you any explanation for blocking your account?

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,

Veronika

Hello veronika, yes I have done the KYC together with the selfie video in my account. I never tried to withdraw money, I must have been in the casino for about 10 days.

and they did not give me the reason why they blocked my account, in the live chat they told me 2 times that they were going to contact me via email but they did not

Hola veronika, si tengo hecha la KYC junto con el video selfie en mi cuenta. No nunca intente retirar dinero, debo llevar unos 10 dias en el casino.

y no me dieron el motivo por el cual bloquearon mi cuenta, en el chat live me dijeron 2 veces que se iban a contactar conmigo via mail pero no lo hicieron

Have you saved any communication with customer support? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Dear ogrofabbiani,

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.