Motherland Casino - Аккаунт игрока был закрыт.

Hello, unfortunately I have been having problems with Motherland Casino since October 2nd, when I found that my withdrawal had been declined and I was asked to send documents for account verification.

So far so good, I sent the documents and they were verified in 3 days.

Unfortunately, immediately after the verification, my account was closed, informing me that I could no longer play on their site and that they would keep the remaining funds.

I asked them for information, trying to understand why and at least asking for my money back, but they stopped responding.

I don't remember my exact balance, and since my account is blocked and I can't check, I can only guess; it should be around €55 (since customer support no longer bothers to respond, I can't even verify this with them).

Salve, purtroppo sto avendo problemi con Motherland casino dal 2 Ottobre, data in cui ho riscontrato che il mio prelievo era stato rifiutato e mi è stato chiesto di inviare i documenti per la verifica del conto.

Fin qui tutto ok, ho inviato i documenti e sono stati verificati in 3 giorni.

Peccato che subito dopo la verifica, mi è stato chiuso il conto informandomi che non potevo più giocare sul loro sito e che i fondi rimanenti li avrebbero tenuti loro.

Gli ho chiesto informazioni cercando di capire il perché e chiedendo almeno di riavere i miei soldi, ma hanno smesso di rispondere.

Non ricordo con esattezza il mio saldo e dato che ho il conto bloccato e non posso verificare posso solo andare a memoria, dovrebbero essere circa 55€ (dato che l'assistenza non si degna più di rispondere non posso verificare nemmeno questo dettaglio con loro).

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Motherland 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 blocking of your account? Send emails or chat transcripts to my email at [email protected], 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

HI,

• I played on motherland for a few days, my account was blocked a few days after I requested the withdrawal and sent the documents;
• I discovered that I had been blocked when trying to log in, then support contacted me confirming that they had closed my account;
• I played both slots and some sports betting;
• I didn't use any bonuses, just my real balance;
• I'm posting screenshots of the conversation below:

Ciao,

• Ho giocato su motherland per pochi giorni, il conto mi è stato bloccato dopo qualche giorno che ho richiesto il prelievo e inviato i documenti;
• Ho scoperto che era stato bloccato provando ad accedere, poi mi ha contattato l'assistenza confermando di aver chiuso il mio conto;
• Ho giocato sia alle slot che qualche scommessa sportiva;
• Non ho utilizzato nessun bonus, solo mio saldo reale;
• Pubblico gli screenshot della conversazione qua sotto:

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina, 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Spaffle,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Motherland Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

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.

Dear Spaffle,

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 Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.