Casino Kingdom - Player's account blocked after document submission.

hello! after receiving all the documents , the casino blocked the account . 150 euros were on the balance sheet, which they withdrew two months ago and first restricted in the account to the game and to the cash register. they gradually asked for different documents , then one or the other . they also rarely answered letters, although they always said in the chat that they would answer you within two days, this is a lie. after almost 3 months, when all the conditions were met and all the documents were received, casino sosvem blocked the account without explanation, this is just a brilliant casino. I ask you to deal with them, I did not withdraw anything, I had a balance of 150 euros and was going to play more.

Dear oleg10,

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 casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, 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

Since May 23, I can only log in and I can 't play. August 16 was blocked completely

Could you please advise if you’ve completed the account verification successfully?

This player has already contacted the ADR who marked the complaint as invalid.

https://www.askgamblers.com/casino-complaints/zodiac-casino-not-responding-to-my-emails

@Casino Kingdom Team,

Thank you very much for your assistance.

@oleg10,

Would you be able to provide us with the ADR's decision? If they've determined your case as invalid, I'm afraid we won't be able to assist you either.

Dispute DB87B071-0CB7-487A-AC77-DF330F49FA87

Result: Invalid

Summary/Comments:The player has not completed the operator's due diligence request and has therefore been instructed to complete this process directly with the operator.

Date Closed: 2023/08/21 12:00:00 AM

adr's decision to end all disputes directly with the operator. for my part, I fulfilled all the conditions and received the documents. I am waiting for the account to be unblocked and the funds will be returned to my account.

Thank you, oleg10, for your reply. Could you kindly inform me whether you submitted all the necessary documents without any delays and if the casino has communicated to you regarding any documents that were either rejected or did not meet their criteria?

Dear oleg10,

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.

the casino no longer responds to me since August 30 . they all received the documents a long time ago. apparently they don't want to solve anything anymore.

Could you please forward the official statement of the ADR to me at your earliest convenience? My email address is petronela.k@casino.guru. Thank you.

????????????

Even in your complaint submitted with AskGamblers, you were required to share the official ruling from the ADR. Could you forward it to me, please?

Dear oleg10,

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.

okay

I don 't understand why they can't unlock the entrance to the casino ? and they don't say why it's blocked?

I have already written to Egor , they said to complete the process with the casino . that's why I'm writing here because the casino and your management are not responding to my emails and the account has not been unblocked.

During the previous month, no progress was made on this case. As per your information, you filed a complaint with the casino's official ADR. The casino's response indicated that the complaint was deemed invalid. To move forward with this case, we require you to forward the official ruling from the ADR to petronela.k@casino.guru. This serves as the final request to provide the requested ruling.

Dear oleg10,

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.

The provided details indicate what has been submitted, but have you received the official ruling yet? This serves as the final notification.

Dear oleg10,

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.

COMPLETE CASE FILE NOTICE

This is to inform you that we have received the initial submission of evidence from both parties and can declare that we have a ‘Complete Case File’ for your dispute. eCOGRA will make every effort to conclude the dispute resolution process as quickly as possible however, please note that the process may take up to ninety days.

Best regards,

eCOGRA

I regret to inform you that, as previously mentioned, no progress has been made on this case since it was submitted through our website in August. In your corresponding complaint on AskGamblers, you mentioned that eCOGRA began reviewing your case in July and had been doing so for a month. However, we have not received any pertinent communication from you. The messages provided seem to be copied and pasted without any supporting evidence of forwarded messages that clearly demonstrate your attempts to contact the official ADR, as advised on multiple occasions.

Due to the lack of cooperation on your part, we are compelled to reject this complaint. I apologize that we couldn't offer more assistance.