Hi

Thanks for the reply Radka,

I didn't have any advantage over the casino because I didn't use any bonuses such as welcome bonuses or anything else on the new account.

The funny thing is that I've been playing on it for half a year, making high deposits and high payouts and this has worked without any problems. And suddenly my account is blocked when I win a lot in the live casino. The first account was indeed verified as was the new account.

Ok. All sounds quite good to me. Just make sure all those information is also provided to the complaint handler. That's very important. ??

I deposited over €4,000 over several days. Now I've won €5,000 and they haven't paid me out for four days. On top of that, they've blocked my account so I can no longer access it. What can I do? Can someone please help me?

Hello, quite a frustrating experience. Did you also get any email or reason why your account was blocked or not? I think it would need some explanation. Did you play with any bonus here? 

Try to tell me a bit more and we will see if we can assist you.??

No, I didn't receive an email, only when I asked via the chat on the site and I didn't take a screenshot, so it's been deleted!

At first they said the verification wasn't complete. I sent in photos of my face with my Visa card. Three days later my account was blocked so that I couldn't access it anymore. It was only through the chat on the site that I found out that I had entered incorrect details somewhere. That's why they blocked my account. Then I asked if they could activate me so that I could check it and correct it if necessary. No, that wasn't possible, that would violate some section of their terms and conditions. But as a gesture of goodwill, they offered to correct it and give me €1,000 as a thank you! If I didn't accept it, they would delete my account!

I accepted it, hoping I could access my account and take screenshots of the chats as proof, but everything was deleted! Now, of course, the €5,000 is gone, and I couldn't withdraw the €1,000 either!

And do you have any idea what you might have entered wrong in your information? The chat probably wouldn't stay there anyway, I have a feeling, when the agent is finished, but that's okay. 

So if you have a problem like that, I'd recommend filing a complaint and our team will try to help you. 

If you are interested, just click here.

No, I don't know what I might have entered wrong. After I was reactivated, I checked and everything was entered correctly.

When I click on the link you sent below, it doesn't open another page

Does it mean that the link is not taking you to the page where you can file your complaint, please?

Let's try this one. Let us know if it works, please.

Doesn't work either, it doesn't redirect me!

Please try to clear the cache and the cookies on your computer and even use a different browser.

If the issue still persists, please write an email to [email protected]. Our team will assist you.