Unresolved complaint
Fourteen thousand euros and an account I cannot open
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I've rewritten this about five times because I don't want to leave something out and then get told it was my fault. Maria Casino closed my account on 16 July with €14,200 waiting to be withdrawn. The email says business decision and that they're entitled to close accounts. I know they can choose not to have me as a customer. I'm asking what happens to the money that was already there.
I deposited €200 on 8 July, played cash only, and won most of it on Dead or Alive 2 on the 10th. My first withdrawal attempt was the same evening. They wanted the usual documents. Passport, bank statement, selfie. I sent everything and got the verified email on the 12th. On the 14th the cashier said processing. On the 16th I got the closure email and couldn't log in. I've got a screenshot from the 14th showing the amount, and the withdrawal confirmation. Luckily I sent them to my sister at the time because I was excited about the win. Otherwise I'd have nothing now.
Since the closure I've emailed on the 17th, 21st, 25th and 30th. Two automatic ticket numbers, one reply saying our decision is final. I asked, final about the account or the money? No answer. Chat says they can't discuss closed accounts and tells me to email. Email doesn't answer the question. My bank has no incoming payment. I've checked the processor name from an old deposit too, nothing.
I'm not asking them to reopen it so I can play. I don't want to play there again. I just want a straight answer on €14,200. If they're claiming a rule was broken then say what rule. I used my own bank, no bonus, no second account. I don't know what else to tell you. Can you please try contacting someone who can look at the balance? I can't even download my own history now.
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The conversation
22 replies · Oldest firstThis case is unresolved. The public conversation is kept for the record.
This case is unresolved. Public replies are closed.
I put 14200 as the amount. That's the whole balance, not 14200 plus my deposit.
And please don't tell me to sign in for a new screenshot. I literally can't.
Just found the verification email. 12 July 10:32. Sending it privately.
One more thing sorry. The email where they say final doesn't mention forfeited or paid. It's only two sentences about account closure.
JooHyun, the records you have are enough to raise the missing-balance question. We won't ask you to reopen play to get more. Please upload the original closure and withdrawal emails privately. We'll ask Maria Casino whether the €14,200 was sent, remains held, or was removed, and for the relevant record.
All uploaded. Thank you for actually reading it.
The complaint has been sent to the operator's contact. We have not received a substantive response yet.
I got another final decision email. Exactly the same. Uploaded it. Do I reply again?
You can reply once asking specifically for the balance decision and the formal complaint reference. Repeating the account-access question is unlikely to help. We've sent that same focused request from our side.
Done that. No answer. Bank still nothing.
Has anybody replied to you? Nobody to me.
No reply to our balance request. We've sent a reminder today and asked for their formal escalation contact as well.
This is affecting my sleep now. I know I shouldn't have mentally spent it but it's a lot of money. My sister keeps asking if it's arrived and I don't even know what to say.
Nina here while Maya is away. I've read the emails and the earlier updates. You haven't missed a document request in this thread; there hasn't been an answer about the money. I'll keep the existing evidence together and follow up without making you retell the whole thing.
Thanks Nina.
Support chat ended the chat when I gave the old account number. I saved that as well but it doesn't show anything new.
You don't need more captures of the same refusal. We have the closure notice and cashout confirmation. A final response deadline has been set for 1 September.
Still zero. I checked with the bank again today.
The deadline passed without a payment record or balance decision. We can close this discussion as unresolved and preserve the case for a formal external complaint. Any external route needs to match the operator and jurisdiction in your account documents; we won't invent an authority from the brand name.
Yes please. Send me the timeline privately. I don't think posting every week is making any difference now.
One last update before you close. No money and no reply. Account still closed.
Closed as unresolved with €14,200 unpaid on the supplied record. We received no operator response explaining payment or forfeiture. The private timeline has been sent to JooHyun. Access remains closed.