The player from Germany had his account blocked without further explanation more than a year ago.
Cadabrus Casino - Player’s account has been blocked.
Amount: €5,500
Cadabrus Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, some time ago (about 1 1/2 years) I stayed at Cadabrus in the welcome bonus non-sticky area at piggy riches Mw. After eternal verification, I was blocked from one day to the next without any reason. Livechat wrote at the time that this was decided by the finance department. I couldn't find out more. At that time I had no idea about licenses and didn't know that you could get in touch with the MGA. The casino is now blocked in Germany and I have little hope of getting the money somehow. But maybe there is still a way. I would be happy about a reply 🙂
Warm greetings
Leon F****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Sempr3,
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)?
Since the entire incident occurred more than a year ago, any relevant communication and supporting evidence will be very much appreciated. Please forward it to petronela.k@casino.guru.
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
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1 year ago
Translation
I'll try to retell the incident in detail.
I started with the casino about 2 1/2 years ago and have little idea. I registered at Cadabrus about a couple of weeks after they opened and took advantage of the 200% non-sticky welcome bonus back then. hit 5500X in 24 spins with 2 wilds on a 1€ bet IM real money at Piggy Riches Megaways. I was going to take a screenshot and accidentally reloaded the page in my excitement and as you know Red Tiger doesn't save the bonus. So I only had to press the black OK display for "accept" profit. That's all. Bonus deleted as NON Sticky and 5500 Raw. I deposited via an already verified Paysafe account, where all the data was correct, the same data as in the casino.
The verification process took several months until I was blocked without any reason.
(example pictures via email)
Since I hadn't switched to online banking yet, the verification process took forever. something was always missing and when I asked in the chat what was still needed, my account was blocked for no reason. There was NO ONE playing casino in my childhood home back then so it's not a duplicate. But to this day I have no reason.
then, account blocked - I didn't know what to do, so let's just relax.. maybe it will take care of itself. Money isn't gone.
Casino in DE is now closed. A few months ago I wrote emails to support about what happened to the money and I was made aware of a company in Lithuania that is said to have something to do with the flow of money. I didn't understand more (how, where, why).
I sent emails to support 2 days ago but have not received an answer yet.
I would appreciate a reply
Leon F****
Edited by a Casino Guru admin
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1 year ago
Thank you, Sempr3, for the forwarded screenshots. Have you, by any chance, saved any supporting evidence that your active balance was €5,500 when the account was blocked?
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1 year ago
Translation
Hello, I replied to you by mail with a picture right after the win. a bit blurry because that was excited with the cell phone, but maybe it will help 🙂
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1 year ago
Thank you, Sempr3, for the picture. It says that the picture was taken in October 2020. Is that correct?
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1 year ago
Translation
Yes, I then started the verification process by email on October 27th. That was the 200% first deposit bonus back then. Nonsticky. Canceled the bonus after the win as it was won in real money
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1 year ago
I do apologize, Sempr3, but since the entire incident took place more than two years ago, we will discontinue this thread. Please understand that casinos do not store data for such a long time and we wouldn't be able to investigate. I hope you understand.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Dear Sempr3,
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.
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
