Gioco Digitale Casino - A conta do jogador foi suspensa.

Good morning, I am submitting this complaint due to an issue with the Giocodigitale casino.

On October 30th, when logging in, I was asked to upload my documents again, and after doing so, my account was suspended.

For deposits and withdrawals, I have always used the same credit card registered to the account owner, which is me.

I should mention that the day before, I had won two bets with small amounts (under 100 euros).

I would like to recover my balance since I haven't violated any rules, and I thank you in advance!

I tried to contact them via email, and this was their response:

We inform you that your gaming account has been suspended as per the contract for participating in remote gaming.

This measure was necessary to carry out appropriate checks and verifications regarding gaming conduct, account transactions, and deposit/withdrawal methods, in order to ensure transparency, security, and the proper functioning of the service.

The operation of the gaming account is suspended, and therefore, you cannot make deposits, withdrawals, or play games. Any funds in the account will remain on hold and can be played, withdrawn, or collected once the suspension ends.

We invite you to wait for our reply, which you will receive via email, once the necessary checks are complete.

Buongiorno, sto inviando questo reclamo per un problema con il casinò giocodigitale.

Il 30 ottobre all'accesso mi viene richiesto di caricare nuovamente i miei documenti, dopo averlo fatto il mio account risulta sospeso.

Per depositare e prelevare ho sempre utilizzato la stessa carta di credito intestata al proprietario dell'account cioè io.

Aggiungo che il giorno prima avevo vinto due scommesse da importi minimi (sotto i 100 euro).

Mi interesserebbe riavere il mio saldo anche perchè non ho violato nessuna regola, intanto vi ringrazio anticipamente!

Ho provato a contattarli via email e questa è la risposta:

Le comunichiamo che il Suo conto gioco è stato sospeso secondo quanto previsto dal contratto per la partecipazione al gioco a distanza. 

Tale misura si è resa necessaria per lo svolgimento delle opportune verifiche ed accertamenti circa la condotta di gioco, i movimenti sul conto di gioco, le modalità di prelievo/ricarica, al fine di garantire la trasparenza, la sicurezza e il regolare andamento del servizio.

 L’operatività del conto di gioco è sospesa e, pertanto, non possono essere effettuate operazioni di ricarica, di prelievo o di gioco. Le eventuali somme presenti sul conto rimangono in giacenza e potranno essere giocate, prelevate o riscosse al termine della sospensione.

La invitiamo pertanto ad attendere un nostro risconto, al termine delle verifiche necessarie, via email

Hello Gambler1994,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gioco Digitale Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account was ever verified and if yes, since when exactly?
• Did you claim any bonuses in the casino?
• What kind of games were you playing?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account has been verified for a long time, I have been a member since about 2018 and never had any problems before.

Yes, I have received bonuses after depositing.

I placed two bets (which I won) for less than 50 euros.

Last time I heard from them was about this problem.

Thank you!

L'account è stato verificato da tempo, sono iscritto dal 2018 circa e mai avuto problemi prima di ora.

Si mi è capitato di ricevere dei bonus dopo aver depositato.

Ho effettuato due scommesse (vinte) da meno di 50 euro.

L'ultima volta li ho sentiti per questo problema.

Grazie!

Hello Gambler1994,

Would it be possible for you to forward the complete conversation between you and the casino to nikolas.b@casino.guru?

Based on the message you shared, it seems you are allowed to withdraw the remaining balance from your account. Have you already requested them to process this withdrawal?

Looking forward to your response.

Best regards,

Nick

Email sent, thank you in advance.

Mail inviata, la ringrazio anticipamente.

Thank you Gambler1994 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

I would like to mention that if the issues and the account block is related to sports betting, we will be forced to close the complaint as we deal only with casino related issues.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Gambler1994 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gioco Digitale Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

Ok, I'll wait. If they don't unblock it, can I ask for the account to be closed and the balance to be credited to my current account?

Va bene attendo,nel caso non lo sbloccassero posso chiedere la chiusura del conto con accredito del saldo sul mio conto corrente?

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.

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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (https://casino.guru/licensing-authorities/italy-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter