Avalon78 Casino - L'accesso all'account del giocatore è bloccato dopo la richiesta di prelievo.

I won a total of €2,400 yesterday and made a withdrawal request.

I received an email saying that the withdrawal was rejected and KYC documents were required.

Today I can't access my account and therefore I can't upload documents to the casino website.

I got the usual instructions from live chat (try another browser, clear cache, etc.) It doesn't help. Trustly Pay n Play works until the login itself should happen, then it just keeps spinning "almost ready. will take a little while". And that's it. The same thing when I try to deposit, and not just log in.

Voitin eilen yhteensä 2400€ ja tein nostopyynnön.

Sähköpostiin tuli viesti että kotiutus hylätty ja tarvitaan KYC dokumentit.

Tänään en pääse tilille eikä sen takia saa dokumentit ladattu kasinosivulle.

Sain livechatilta tavalliset ohjeet (yritä toista selainta, tyhjennä cache yms) Ei auta. Trustlyn Pay n Play toimii kunnes itse sisäänkirjautuminen pitäisi tapahtua, silloin jää vain pyörimään "melkein valmista. menee vielä pieni hetki". Ja siihen se jää. Sama juttu kun yritän tallettaa, eikä vain kirjautua.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Dear CMTA,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did you have any active bonus on your account, or did you use a bonus to accumulate your winnings?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear CMTA,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru