10Cric Casino - Рахунок гравця закритий.

They have closed the account after I has requested for my withdrawal amount

Dear Joseph,

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. Have you accumulated your winnings with or without an active bonus? Did you receive any explanation from the casino why your account has been closed? If there’s any relevant communication, please 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

Hi,

I had received the below mail from them and I think it is because of having a duplicate account.

But the duplicate account was dormant and had not been used for a very long time.

I also did not have any active bonus.

We are contacting you regarding your 10CRIC account.

Upon careful review of the matter, we would like to confirm that the account associated with the email address you are contacting us from has been closed.

Please note that the closure was done following a business decision, taken in accordance with clause 14 from our Terms & Conditions, which can be found here: https://www.10cric.com/help/terms-and-conditions/

Furthermore, please keep in mind that the decision is non-negotiable and no further communication will be held in regard to this case.

Thank you for your understanding. Please do not hesitate to contact us if you have further requests. 

Always at your disposal, we take this opportunity to wish you a good day.

Thanks,

Thank you very much Joseph for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joseph,

I looked at your complaint and will do my best to help you. I would like to invite 10Cric Casino into this conversation.

Dear Casino, as stated in email sent to Joseph, you closed player’s account because there were duplicity. Please, send some relevant proof to my email address: viliam.v@casino.guru. 

Hi Villiam, I don’t see much progress here as I see an extension in the time frame

We would like to ask the 10Cric 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Joseph, you can also contact Curacao licensing authority under which they operate. Here is the contact: complaints@curacao-egaming.com