FS Casino - A conta do jogador foi encerrada.

Good afternoon.

I created an account at this casino through the Casino Guru website.

I used the sign-up bonus, but I didn’t win anything from it, so I decided to take advantage of some promotions I was receiving from the casino via email.

I had my account with them for quite some time; they allowed me to make a deposit, and I managed to have some money to withdraw.

After the withdrawal, I received a notification saying I had multiple accounts and they blocked my account.

I find it unacceptable that this happened—it's not about large amounts, but the credibility of this casino. They allowed me to deposit money without any issue, and when it came to withdrawing, they blocked my account.

The only advice I can give you is not to play at this casino. They just want to keep players' money and are deceitful.

Boa tarde.

Criei uma conta neste casino através do site Casino Guru.

Utilizei o bónus de registo, mas não consegui nenhum ganho através do mesmo e decidi aproveitar umas promoções que ia recebendo pelo casino do meu email.

Ja tinha a conta no mesmo há bastante tempo, deixaram-me fazer o depósito e consegui ter algum dinheiro para levantar.

Após o levantamento recebo uma notificação a dizer que tinha contas múltiplas e bloquearam me a conta.

Acho inadmissível isto ter acontecido, não estamos a falar em valores grandes mas sim na credibilidade deste casino. Deixaram-me depositar dinheiro sem problema nenhum e quando foi para retiram bloquearam a conta.

O único conselho que vos dou é que não joguem neste casino, querem apenas ficar com o dinheiro dos jogadores e são mentirosos.

Dear 9vftkzjn9c,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please advise if you created more than one account in this casino?

Is there a possibility that someone from your household or using the same IP address also created an account here?

Have you passed the full KYC verification?

How many deposits did you make into this casino?

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

Best regards

Veronika

Hello.

I haven't created an account other than the one I have.

I can't say for sure if someone who lives with me also gambles in your casino, but I don't think so. Only I play in the casino

I didn't go through the full verification, I just sent my ID card.

I made a deposit in your casino. But the way I deposited 1x, I could have deposited a few more

Olá.

Não criei nenhuma conta além desta que tinha.

Não posso dizer com certezas se alguém que vive comigo também aposta no vosso casino, mas eu penso que não. Apenas eu jogo no casino

Não passei pela verificação completa, apenas enviei o meu cartão de cidadão.

Fiz um depósito no vosso casino. Mas da maneira que deu para depositar 1x dava para mais umas quantas

Thank you for your response.

Could you please confirm if you have used any VPN or IP-masking software while accessing the casino website?

Additionally, please forward any relevant communication between you and the casino to veronika.l@casino.guru. This will allow us to gather all the necessary details for a thorough investigation of your case.

Thank you for your cooperation.

Dear 9vftkzjn9c,

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.