EjjaBet Casino - Player’s winnings have been confiscated.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with EjjaBet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thanks so much I have emailed you back

Regards

Dear Kristina any progress please and thank you

Hello,

thank you for your message and email and for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear AshTiff7878,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite EjjaBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked and you are unwilling to accept the typo in his surname?

Thank you in advance for providing the information.

Dear Katarina many thanks for all your time help and communication so far.

Thanks in advance Martina for taking over the case

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks so much Martina. With regret Progress Play seem very stubborn to ever pay out or respond I have checked other complaints in relation to their company.

As always Casino Guru professional and humane i wish some casino owners can be even half percentage of care and consideration

Dear AshTiff7878,

I truly appreciate your words.

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. 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 might 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. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Gaming Authority itself. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru .

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