Sankra Casino - Player faces issues with account and jurisdiction.

This casino has allowed me to join and deposit over £1000 but they have UK as a jurisdiction they don’t cover but UK was on their sign up form. They have since removed it. I also asked them to close my account/self exclude me.

They also have Payesafe as an option for deposit but the money is sent to a random UK company which has no affiliation with Sankra and doesn’t get blocked by my gambling block on Payesafe/Skrill.

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Hello, Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with Sankra Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Additionally, could you please forward your self-exclusion request?

You can reach me at attila.g@casino.guru, or you can attach screenshots here.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello

ive emailed screenshots and ccd you in to emails

What’s happening with my complaint?

Dear Player,

Thank you for the information provided via email.

Please note that we do not mediate disputes related to licensing, payment processors, merchant descriptors, or gambling blocks imposed by third-party payment providers. Our focus is limited to the responsible gambling aspect of your complaint.

After reviewing the evidence submitted so far, the earliest mention of gambling addiction I could find dates to June 2, at which point your account appears to have already been closed and the casino subsequently offered a refund of deposits.

Please also be aware that an account closure request is not the same as a self-exclusion request due to gambling problems. Without clear evidence that you explicitly communicated gambling addiction or gambling-related concerns which the casino then failed to acknowledge, we will not be able to pursue a refund.

Could you please confirm:

• Whether you still have access to your casino account;
• Whether you have received the €230 refund;
• Whether you have any evidence showing that you informed the casino about gambling problems before June 2 and that those concerns were ignored.

Without such evidence, we may have to close the complaint.

Best regards,

Attila

Dear LizzieCG,

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.

I have a complaint with the Financial Ombudsman Service about Payesafe as this is clear case of Transaction Laundering where money is being sent to a UK business and then forwarding to an offshore casino.

Dear Player,

Thank you for your reply.

After carefully reviewing all the information provided, I regret to inform you that we are unable to assist you further with this complaint.

As mentioned previously, we only intervene in cases where a casino accepts players from a restricted jurisdiction and later uses that fact to confiscate their legitimate winnings. Based on the information available, this is not the case here.

Regarding the responsible gambling aspect, we have not received evidence demonstrating that you explicitly requested a self-exclusion due to gambling problems before your account was closed. An account closure request alone is not equivalent to a self-exclusion request, and according to the information available, your account had already been closed by the time gambling-related concerns were raised.

Finally, please note that we do not pursue complaints regarding casinos using third-party payment processors, merchant descriptors, or other payment arrangements. While we understand your concerns and appreciate that you are pursuing this matter with the Financial Ombudsman Service, these issues fall outside the scope of our complaint resolution process.

For the reasons above, we are unable to pursue this complaint further, and it will now be rejected.

Thank you for your understanding. I am sorry we could not be of more assistance on this occasion. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.

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