Casumo - My account was blocked on May 28th
Hello, by this letter I want to express my readiness to cooperate with Casumo. My account was blocked on May 28th. I got a deposit refund, but I didn't get a winning. I think the casino's decision is unfair. Casinos accused me of violating paragraphs 3.9, 2.15 and 13.1. I asked the casino to clarify exactly what the casino suspected me of, but the casino ignored me.
I know that if I am suspected of fraud or money laundering, the casino has the right to request additional documents for verification. I am ready to provide additional documents if necessary.
I'm completely honest with the casino, so I'm asking for the same attitude from the casino.
You are withholding my winnings in violation of EU regulations, since a decision to unilaterally seize or withhold funds is prohibited. At no point was I informed on the specifics of my supposed violations, nor on the actions taken to ascertain if such violations were indeed committed.
Casino did not provide evidence
I think that there was a misunderstanding, I propose to start a reasonable dialogue. I want to get my €500 win.
I ask the casino to answer all my questions in detail or transfer the amount of 500 euros to my account without discussion.
