Yesterday, I tried to withdraw money and they sent me an email to verify my identity, but now I'm being told that my account has been disabled. I reached out to the live chat (and didn't receive any information about why my account got disabled), and I've already sent an email to [email protected].

Ayer intenté retirar dinero, me enviaron un mail para verificar identidad y ahora me informan que mi cuenta fue deshabilitada. Me comuniqué con el live chat (no obtuve ninguna información sobre la razón por la que mi cuenta fue deshabilitada) y ya envié un mail a [email protected].

Dear PaulaaaV,

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? 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 [email protected].

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

Dear PaulaaaV,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.