DaVegas Casino - Аккаунт игрока был закрыт.

My account has been blocked without any reason and my balance is fortieted after taking my documents and my account was fully verified.

Dear soniayushdec26,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account 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? 

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

Best regards,

Tomas

1. My account was blocked on 23.01.24

2. They are not giving me the reason to block my account

3. I played live casino games

4. I didn't taken any bonus

Dear soniayushdec26,

Could you please share with me your communication with the casino when trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much, soniayushdec26, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear soniayushdec26, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact DaVegas Casino outside this complaint thread and let you know any new information once I receive it.

Dear soniayushdec26, 

unfortunately, the casino has informed us that they cannot provide evidence regarding the issue, thus we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. 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 Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I also highly recommend reading an article published on our site regarding submitting complaints to regulators (https://casino.guru/submitting-complaints-to-regulators). Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina