CasinoVibes - Акаунт гравця було закрито через проблеми зі зняттям коштів.

Hello, I registered on the site and I made the verification procedure. I only play blackjack and have never used bonuses. I made a deposit of 200 euros which I lost, then I made a second deposit of 200 euros. After a few days of playing blackjack, I had 600 euros in my account and requested a withdrawal of 300 euros. They delayed me for a few days during which I suffered losses and lastly I had 150 euros in the account + 300 that I had requested to withdraw. They blocked my account and I can't access it and they told me that they will only refund the last deposit, which is totally unfair. They explain that I played unfairly and violated some point of their rules.

Hello zhivko550,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoVibes . Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Does anybody else play from your household in the casino or might it be possible that you own 2 accounts?
• When was the last time you spoke to the casino and what was it about - did they ever specify the reason for blocking your account?

Looking forward to your answer.

Regards,

Nick

First of all, the dispute ammount is not 500 leva, it is 800 leva. It is my mistake, i didn't play after the withdrawal request. I had 600 euro in my account and they refunded me only the last deposit of 200 euro.

The account is fully verified from about 10 days.

No one from my household play in the casino and i don't owe 2 accounts.

I spoke with them on 25.10 for last time. They told me that: ''Unfortunately we weren't able to process your latest winnings, due to your account being flagged for several high-risk indicators picked up by our security team.''.

Hello zhivko550,

Before we would try to reach the casino, please forward the communication between you and them regarding this matter to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello, I sent you the conversation with the casino.

Thank you zhivko550 for the e-mail provided. As it still unclear how exactly did you breach their terms, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello zhivko550,

It's Michal again. I have taken over this complaint. I have reviewed your case and it looks similar to the case you had in the Stelario casino a couple of months ago. I will contact the casino to shed more light on this matter. We would like to invite CasinoVibes to join the conversation.

Dear CasinoVibes,

Please provide any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru.

Hello Michal,

We have forwarded all the information that justifies our the actions that we have taken.

Best regards,

Nicolas

Thank you for your response and the provided evidence, Nicolas / CasinoVibes team.

Dear zhivko550,

Following a thorough examination of the information and evidence submitted by the casino team, it has been concluded that your gameplay once again involved techniques that are not permitted, which granted you an unfair advantage. The CasinoVibes team and the game provider both flagged this, mirroring the earlier circumstances at Stelario Casino.

Regrettably, after compiling all relevant information, we must decline this complaint as it is deemed unjustified due to violations of the casino's terms and conditions, as previously communicated to you by the casino team. We encourage you to strictly adhere to the rules, as engaging in prohibited gameplay at any casino will result in future complaints being dismissed as well.

We regret that we could not assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us.

Best regards,  

Michal  

Casino Guru