Dear ladies and gentlemen from the Casino Guru team,

I can't log in to my account. I just get the message that "the service is not available to me and I should read the terms and conditions"

Attempts to contact support were unsuccessful without giving a reason.

I had played a single bet and won.

Best regards

Nils P***

Sehr geehrte Damen und Herren vom Casino Guru Team,

ich kann mich nicht in meinen Account einloggen. Es kommt nur die Meldung dass mir "der Service nicht zur Verfügung steht und ich die AGBs lesen soll"

Kontaktaufnahmeversuche mit dem Support blieben ohne Nennung eines Grundes erfolglos.

Ich hatte eine einzige Wette gespielt und gewonnen.

Mit freundlichen Grü?en

Nils P***

Dear nilsplatt,

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. Did you pass the KYC verification before the casino blocked you? Could you please advise which games you played - slots, live casino, sports betting, etc.?

Do I understand correctly that €200 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear nilsplatt,

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.