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Hello, I can no longer play at this casino. I got kicked out during a game at Reactoons and haven't been able to open a game since. I can log in but can't play anymore. First I was told I had to wait 15 minutes, then I was told to wait 24 hours, now I've been waiting for 5 days and nothing happens!!

Hallo, ich kann in diesem Casino nicht mehr spielen. Während eines Spieles bei Reactoons bin ich rausgeflogen und kann seitdem kein Spiel mehr öffnen. Ich kann mich anmelden aber nicht mehr spielen. Erst sagte man mir ich müßte 15 Minuten warten dann sagte man mir ich soll 24 Stunden warten , jetzt warte ich schon seit 5 Tagen und es passiert nichts!!

Dear Maria111,

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. Do I understand correctly that your account is accessible fully just one game that you've been playing seems to be blocked? Were you playing with an active bonus or with your real money?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Hello, I can log into Casiplay as normal. But I can't play any game at all anymore because I got kicked out during a game at Reactoonz and since then I can't open the game Reactoonz anymore and therefore I can't open another game because the game at Reactoons wasn't finished.

Hallo, Ich kann mich bei Casiplay ganz normal einloggen. Aber ich kann überhaupt kein Spiel mehr spielen, weil ich während eines Spiels bei Reactoonz rausgeflogen bin und seitdem kann ich das Spiel Reactoonz nicht mehr öffnen und kann darum ja auch kein anderes Spiel öffnen da das Spiel bei Reactoons nicht zu ende gespielt wurde.

Thank you very much, Maria111, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi Maria111,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casiplay Casino to the conversation to participate in the resolution of this complaint.

Hi Maria111,

I contacted the casino on Skype. Could you please record the issue (blocked games) and upload the video here or send it to my email address (peter.m@casino.guru)?

das auf:: Reactoonz game was not finished. Please click below to resume the game now. Until you complete this game, you will not be able to play any other gamey. Resume the game doesn't work when I click it. Nothing happens. I have to quit the game to play another game but I can't start this game

das steht auf:: Reactoonz game was not finished. Please click below to resume the game now. Until you complete this game, you will not be able to play any other gamey aber ich kann das spiel reactoonz nicht mehr spielen. Resume the game funktioniert nicht , wenn ich daruf klicke. Es tut sich nichts. Ich muß erst das Spiel beenden um ein anderes Spiel zu spielen aber ich kann dieses Spiel NICHT starten

Thank you Maria for the screenshot. Even though it's not a video as requested, I forwarded it to the casino rep and we'll see if it's enough.

Hello, thank you very much for your efforts. It works again. I haven't been able to play since 11/15/2022 and without your help it probably would have taken forever. But I'm glad you did it so well. Again thank you very much !!!

Hallo, herzlichen Dank für Ihre Bemühungen. Es funktioniert wieder. Seit dem 15.011.2022 konnte ich nicht mehr spielen und ohne Ihre Hilfe hätte es vermutlich noch ewig gedauert. Aber ich freue mich das Sie das so toll hinbekommen haben. Nochmals , HERZLICHEN DANK !!!

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.

Thank you Maria for the update. I'm glad to hear that it works again. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter