PlayKaro Casino - Player's account is closed and winnings are confiscated.

Today after looking at rating in casino guru, i created account on the platform, i deposited 10000/- and withdraw 12000/- after playing for some time, after some time in I checked transaction history in casino it was showing successful withdrawal but money i didn't received so i contacted chat support, they told me it will take 24-72 hours, now I was trying to log in my account and it shows you are blocked, no rules I break but they say we void your winnings and withdrawals As part of our customer validation process, your account has been reviewed and flagged by our risk team for violating our terms and policies, for what i don't know any reason. I don't know why casino guru allow to be higher rating to such fraud casinos.

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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 winnings with or without a bonus?
• Have you sent any identity documents to the casino for verification before your account was blocked?

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

I play mostly slots, that winnings was without bonus and after full wagering of deposit which is 1x, they didn't ask ed about any documents, for other clarifications check screenshots i have attached

Dear SHIV7448

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you SHIV7448 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayKaro Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and their winnings confiscated.

Thank you!

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.

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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter