I deposited yesterday evening. They added a great bonus on to my account. Account was loaded very fast. I even have an email of proof. Then I go to redeem and I had to wait until tonight because of redeem hours/rules. Now I messaged them my account has been blocked or deleted and they I guess blocked or restricted me on Facebook messenger as well immediately after messaging them about checking on my withdrawal to make sure they didn't forget about me. I also can show proof of my chat on messenger as well and the amount and details.

Dear GenaBrooke,

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 and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• 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

My account was registered about 7 or 8 months ago. Was never asked for verification because I deposited with bitcoin so I'm assuming it's 3rd party verification via bitcoin wallet address. And it's just weird how all the way up until 20 minutes before cashout ended they were responsive. I asked about the withdrawal and before I could check my account or realize I was blocked on messenger too. My game account GenaBrooke was disabled and I couldn't log in or reply on messenger and they didn't respond to my message either

I played slots. All lucky clovers is a 100 line bgaming slot... I played it for most of the time I was online at super777

Hi GenaBrooke,

• Could you please advise if you had any successful withdrawals from this casino in the past?
• Have you redeemed any promotional offers previously?

Thank you.

No withdrawals nor any promoin

NO withdrawals no promotions used. It was my first time actually playing even though I inquired and set up my account a few months back

Thank you very much, GenaBrooke, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, GenaBrooke!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

That would be awesome I'd like to hear the reasoning myself being that I got no response or explanation period and I was blocked

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks ??

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team