Cookie Casino - Акаунтът на играча е блокиран.

They just disabled my account

Dear Alina6396,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Are there any funds being held by the casino, please?

If there’s any relevant communication, forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I've been a player for over 3 years , i completed the verification process, I've been playing slots mostly bells on fire because that's the game i like.

I have $3000.00 in my account

Could you please advise Alina6396 when was the last time when you succeeded in accessing your account? Is there any relevant communication that you could forward to petronela.k@casino.guru? Thank you.

I've forwarded the email to you

Thank you very much, Alina6396 , for the forwarded communication.

I can see that you have been asked to complete the GamCare test and provide the Proof of Income in the form of a bank statement. Could you please advise if you completed the questionnaire and sent the required bank info?

I don't feel comfortable sharing 6 months babk statements with anyone

Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible. 

Dear Alina6396,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.