HollyWin Casino - A conta do jogador foi encerrada sem explicação.

Ladies and Gentlemen

I hereby submit a formal complaint against the online casino "Holy Win".

Today I registered on the platform and made several deposits totaling €880. I encountered problems with my first deposit of €200, as it wasn't processed initially. Upon inquiry, customer support informed me that deposits via Apple Pay can take up to four days to be credited to the gaming account.

Subsequently, I made further deposits totaling €430, which I was able to use to play on the platform. After another deposit of €250, which was successfully debited from my account, I immediately received notification that my player account had been deactivated.

This deactivation occurred without any explanation. Furthermore, I received no corresponding email or other notification. Since then, customer support has also stopped responding to my inquiries via live chat.

I find this procedure incomprehensible and unacceptable, especially since I have been denied access to my account and my deposited funds.

Therefore, I hereby request that the casino immediately refund me the full amount of my deposits, totaling 880 euros.

I request that you investigate this incident and take appropriate action.

Best regards

Sehr geehrte Damen und Herren,

hiermit möchte ich eine formelle Beschwerde gegen das Online-Casino „Holy Win" einreichen.

Am heutigen Tag registrierte ich mich auf der Plattform und tätigte mehrere Einzahlungen in Gesamthöhe von 880 Euro. Bereits bei meiner ersten Einzahlung in Höhe von 200 Euro kam es zu Problemen, da diese zunächst nicht verarbeitet wurde. Auf Nachfrage teilte mir der Kundensupport mit, dass Einzahlungen via Apple Pay bis zu vier Tage benötigen können, bis sie dem Spielkonto gutgeschrieben werden.

Im Anschluss tätigte ich weitere Einzahlungen in Höhe von insgesamt 430 Euro, mit denen ich auch auf der Plattform spielen konnte. Nach einer weiteren Einzahlung über 250 Euro, die erfolgreich von meinem Konto abgebucht wurde, erhielt ich unmittelbar die Mitteilung, dass mein Spielerkonto deaktiviert wurde.

Diese Deaktivierung erfolgte ohne jegliche Begründung. Zudem erhielt ich keine entsprechende E-Mail oder sonstige Mitteilung. Seit diesem Zeitpunkt reagiert auch der Kundensupport nicht mehr auf meine Anfragen im Live-Chat.

Ich halte dieses Vorgehen für nicht nachvollziehbar und inakzeptabel, insbesondere da mir der Zugriff auf mein Konto sowie auf meine eingezahlten Gelder verwehrt wurde.

Daher fordere ich das Casino hiermit auf, mir den vollständigen Betrag meiner Einzahlungen in Höhe von 880 Euro unverzüglich zurückzuerstatten.

Ich bitte Sie, diesen Vorfall zu prüfen und entsprechende Maßnahmen einzuleiten.

Mit freundlichen Grüßen

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hollywin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear LarsV7,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru