Akkha Casino - Player’s account has been blocked.

Dear SANJANSH181329,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please? Is the entire website blocked for you or your casino account only?

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

Best regards,

Petronela

Hi Petronela,

Thanks for looking into the case. It’s highly appreciated.

I registered with Akkhacasino towards the end of November 2022.

Since my account is currently blocked, I unfortunately do not have access to the exact date.

The account verification was closed successfully post me uploading my identity proof.

I only play Blackjack at the Live Casino tables and mostly on the Evolution platform.

On Tuesday January 10th, I deposited 100000 INR around 7:00 p.m and was given a 10% deposit bonus although without any rollover/wagering conditions.

The tables worked in favour post that and I was able to accumulate my winnings.

I am able to open the website however my casino account with username Sanjansh181329 is blocked and gives me a ‘Invalid Username or Password’ pop-up.(Attached for your reference).

I have even tried resetting the password a couple of times to no success.

I have screenshots of all chats/mails sent to Akkhacasino without any reply from their end.

I sincerely look forward to a resolution from your end in this inexplicable situation.

Best Regards,

Sandeep N****

Thank you very much, SANJANSH181329, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello SANJANSH181329,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Akkha Casino to join the conversation and participate in the resolution of this complaint.

Dear Akkha Casino,

Can you please explain why the player is no longer able to access their account?

Kind regards,

Adam

Dear SANJANSH181329,

There has been no response from the casino, I will contact them once more.

We would like to ask Akkha Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Hi Adam,

Thanks once again for the efforts.

If I understand the last mail correctly, do we mean to say that there is not much we can do except giving a negative review to the casino and they can continue duping/defrauding unknowing customers of their money.

I was mostly playing on the Evolution platform-95% of my games.

Is there any other process that can be followed for an amicable resolution?

Looking forward to your support.

Best Regards,

Sandeep

Hello SANJANSH181329,

If there is still no response when the timer expires, as mentioned the complaint will have a negative effect on the rating of the casino.

At that point, we would usually recommend that you contact the licensing authority of the casino and submit a complaint to them. However, we have not been able to determine that the casino has a license in this case so there is no regulator to turn to.

We will alow the casino further time to respond.

Kind regards,

Adam

Hello SANJANSH181329,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam