The player from Japan could not log in to his account due to an unfair block, with $10,000 remaining. Despite multiple explanations to customer support, he received no clarification or assistance, as they repeatedly cited a violation of the terms and conditions. The Complaints Team requested additional information from the player to clarify the situation but received no response. Consequently, the complaint was closed due to the lack of communication, with the option for the player to reopen it in the future if he chose to resume contact.
BK8 Casino - Player’s account is blocked.
Closed
Our verdict
Player stopped responding
Amount: 10,000 USD₮
BK8 Casino
Safety Index:HighCase summary
Discussion
Public
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3 weeks ago
Translation
I can't log in to my account and I've been unfairly blocked. No help is given.
There was $10,000 left.
I couldn't even log in because it was a violation of the terms and conditions, and although I explained the situation to support many times, they just kept saying it was a violation of the terms and conditions and no discussion was held.
Automatic translation:
Public
Public
3 weeks ago
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.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play at this casino?
- Did you accumulate your most recent winnings with or without an activated promotion?
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
Dear aonokono5,
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 week ago
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,
Veronika
Casino.Guru
