I couldn't log in to the casino and I contacted from the password reset form, but the URL for resetting was never sent.

I was suddenly unable to log in the casino and I tried to reset the password by using the password reset form but nothing was sent by the casino.

They still have contacts with me but they only say that "we just send reset detail"

カジノにログイン出來なくなり、パスワード再設(shè)定のフォームから連絡(luò)したが、再設(shè)定するためのURLがいつまで経っても送られて來なかった。

I was suddenly unable to log in the casino and I tried to reset the password by using the password reset form but nothing was sent by the casino.

They still have contacts with me but they only say that "we just send reset detail "

Dear Soichiro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this case, but, before we do so, could you please advise how long ago you have opened the account? Was your account fully verified in the past?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank for replying me.

I opened the account the day before yesterday and my account was at pending term then.(I have already submitted my identification document)

Sincerely,

Soichiro

Thank you, Soichiro, for your reply. Do I understand correctly that you have opened an account a day before it got blocked? Have you deposited any funds inside your account or the winnings were accumulated from a free promotional offer? 

Yes. I opened and deposited that day.

It seems that their Mail address is automatically rejected by iCloud. And I have asked them to send the message from another address many times. But they do nothing but to suggest me to do in a same way.

thank you.

Soichiro

Could you please advise if you have wagered any of your funds? Have you succeeded in playing any games, or the amount of $900 is your untouched deposit? 

At first,I got 100 dollars of bonus and I deposited 25 dollars.

And then, I won about 700 dollars and finally succeeded in betting the 20X multiplier.

125 dollars were left (It was written in the terms and conditions and I understood)

Then, with another betting of slot,I won about 900 dollars and since then,I have not been able to log into my account.

You have accumulated $700 with active bonus, is that correct? Have you withdrawn this win?

Yes I did and once I cleared the limitation of the bonus, the total balance in my account turned to $100 of real money. And I won $900 later.

I have not withdrawn yet.

Thank you.

Soichiro.

And what is more, according to the Apple, the Mail provider I am using now, there’s no such a recovery Mail in the inbox.

It means that thebes casino did not send me the recovery email.

What a pity!

Soichiro

Thank you very much, Soichiro, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Thebes Casino to join us and help us resolve the player's issue.

They have just solved my problem thanks to kind livechat Jenny.

They have just solved my problem thanks to kind livechat Jenny.

Hello,

We hope this message finds you well!

We are glad to hear that you regained access to your account. Unfortunately, the password reset emails are part of an automated system and we cannot change the address that they are sent from, however you can always contact us at support [@] thebes casino . com in order for us to find an alternative solution to your issue, should it reoccur in the future.

In regards to your withdrawal request, it is currently awaiting review by the Accounting department. You can always check the status directly from your account, or you can contact your account manager via chat for the latest updates.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Thebes Casino

Thank you very much for your cooperation and for informing us that your issue have been resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

www.kpvfaw.com