Sankra Casino - Player’s account closure request is ignored.

Sehr geehrte Damen und Herren,

hiermit möchte ich eine formelle Beschwerde gegen die Online-Casino-Seite sankra7.com einreichen.

Ich habe den Anbieter mehrfach ausdrücklich darum gebeten, meinen Account zu schließen. In meinen Nachrichten habe ich zudem klar darauf hingewiesen, dass ich unter problematischem Spielverhalten bzw. Spielsucht leide. Trotz dieser eindeutigen Hinweise und meiner wiederholten Aufforderungen wurde mein Account jedoch nicht geschlossen.

Statt meiner Bitte nachzukommen und mich zu schützen, wurden mir weiterhin Cashback-Angebote und Boni zur Verfügung gestellt. Dieses Verhalten empfinde ich als äußerst verantwortungslos, insbesondere im Hinblick auf meine geschilderte Spielsuchtproblematik.

In einer Phase, in der ich alkoholisiert und emotional nicht stabil war, habe ich erneut Einzahlungen vorgenommen und dabei erhebliche Geldbeträge verloren. Ich bin der festen Überzeugung, dass diese Situation hätte verhindert werden können, wenn mein Account wie gewünscht rechtzeitig geschlossen worden wäre.

Ich bitte Sie daher eindringlich um Prüfung dieses Falls und um Unterstützung dabei, die verlorenen Gelder zumindest teilweise zurückzuerhalten. Darüber hinaus halte ich das Verhalten des Anbieters für prüfenswert im Hinblick auf Spielerschutz und gesetzliche Verpflichtungen.

Für eine Rückmeldung und weitere Unterstützung wäre ich Ihnen sehr dankbar.

Mit freundlichen Grüßen 

M. K.

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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.

• Could you please forward your original self-exclusion requests, along with the casino’s responses, to veronika.f@casino.guru? Please include the full email threads with all dates and timestamps clearly visible, rather than screenshots only, as this will help us establish an accurate timeline of your requests.
• When did you first request self-exclusion from this casino? When was the last time the casino communicated with you regarding this request?
• Have you completed the full KYC verification at this casino?

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

Ich habe ihnen alle nötigen Informationen per Mail gesendet. Vielen Dank im Voraus.

Dear klugerplayer13

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, Igor (igor.p@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

Dear klugerplayer13,

I am sorry to hear about your problem with Sankra Casino.

I will now try to contact a Sankra Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Sankra Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Dear all,

I would like to inform you that I have managed to get in touch with the casino representative.

We are currently finalizing the details in order to grant them access to our system.

Therefore, I will reset the timer for the casino.

Dear klugerplayer13,

Thank you for raising your concerns, and we appreciate Casino Guru for facilitating this process.

Having conducted a thorough review of your account and all communications, we would like to provide the following clarification.

Regarding your first closure request on April 19, 2026 — our VIP team reached out to you as a valued player. You responded on April 21 by explicitly requesting that the bonus be credited to your account and asking us to complete your pending address update so that you could access your winnings. You also stated, in your own words, that you would "consider withdrawing the closure." We acted on your instructions and kept the account open at your direct request.

We also successfully updated your address and credited the bonus as you asked.

Regarding your second closure request on April 23, 2026 — at that time you had an active pending withdrawal on your account. It is our standard procedure not to close accounts while a withdrawal is in progress, as this protects the player's access to their funds. This decision was made in your interest. On May 10, 2026, you successfully completed a withdrawal of €300, confirming your funds were fully intact and accessible.

We would also note that during the period in question, your account showed a history of deposits, bonuses accepted, winnings generated, and a completed withdrawal — activity that reflects a player engaging with the platform voluntarily and in control of their decisions.

Should you wish to proceed with account closure at this time, please contact us directly at support@i.sankra.com and we will action this immediately.

We remain fully available to Casino Guru and to yourself for any further questions.

Kind regards,

Sankra Casino Support Team

Dear Sankra Casino,

Thank you for joining the complaint and providing us with the information.

The player provided a screenshot showing the initial self-exclusion request from the 5th of April. Did you ever receive this email? Please check the screenshot below.

Additionally, could you please share the player’s deposit and withdrawal history since the 5th of April?

Thank you very much for your cooperation.

Dear Igor,

Thank you for sharing the screenshot and for your continued efforts in facilitating this process.

Regarding the self-exclusion request dated April 5, 2026, shown in the screenshot — we have thoroughly reviewed our records and are unable to locate any email sent to the address referenced in that communication. We have not found any email regarding the player’s request of closure. As a result, this message was never received by our team, and we therefore had no knowledge of or ability to act upon this request at that time.

We got a closure request on April 19, 2026 — which we did receive — our VIP team promptly reached out to the player. As outlined in our previous response, the player replied on April 21, explicitly requesting that a bonus be credited to their account and asking us to finalize a pending address update so they could access their winnings. The player also stated they would "consider withdrawing the closure request." Acting in accordance with the player's direct instructions, we kept the account open, credited the bonus, and updated the address as requested.

Subsequently, on April 23, the player submitted a further closure request. At that time, a pending withdrawal was active on the account. In line with our standard procedure , designed to protect player access to funds , we did not close the account until the withdrawal was processed. The player successfully withdrew €300 on May 10, 2026.

We trust this provides the necessary clarification regarding the timeline of events. Please do not hesitate to reach out should you require any further information.

Kind regards,

Sankra Casino Support Team

Dear klugerplayer13,

Regarding your email from the 5th of April, did you receive any direct response from the casino? Or at least an automatic reply with a ticket number, for example?

If yes, please feel free to share such evidence in this thread. Thank you.

Nein, ich habe tatsächlich keine Antwort auf diese Anfrage vom 05.04. erhalten. Aber ist das denn überhaupt wichtig? Diese E-Mail befindet sich in den von mir gesendeten Unterlagen. Nur weil sie von Anfang an ignoriert wurde, heißt das nicht, dass ich diese Nachricht nicht an den Support geschrieben habe.

Ich fühle mich ehrlich gesagt verarscht, weil ich danach mehrfach um die Schließung meines Accounts gebeten und ausdrücklich auf meine Spielsucht aufmerksam gemacht habe. Natürlich nehme ich Boni an, wenn sie mir angeboten werden – genau das ist ja Teil einer Spielsucht.

Ich hätte gerne eine Entschädigung für die verlorenen Beträge sowie eine anschließende dauerhafte Schließung meines Accounts, bevor es wieder zu einem Ausrutscher kommt. Erst letzte Woche habe ich erneut über 1.200 € eingezahlt und konnte glücklicherweise zumindest 750 € zurückgewinnen. Hätte man meinen Account von Anfang an gesperrt, wäre das alles nicht passiert.

Dear Sankra Casino,

Could you please forward the player’s deposit and withdrawal history to me, from the 1st of April until the account closure?

Thank you for your cooperation.

Mein Konto ist bis heute nicht gesperrt worden, ich hatte gestern noch Zugang zu meinem Account. !!!!!!!!!!

Dear Igor,

Thank you for your continued follow-up on this matter.

We take all player concerns seriously, and we want to ensure that our response is thorough, accurate, and fully supported by the relevant documentation.

We would like to inform you that we are currently reviewing the details raised in this thread with our legal team. Once this review is complete, we will share with Casino Guru any information that can be disclosed, with sensitive or confidential details being provided privately in accordance with applicable data protection and privacy considerations.

We appreciate your patience and understanding.

Kind regards,

Sankra Casino Support Team

Dear Sankra Casino,

Thank you very much for the update.

Please let me know once you send me the relevant documents.

Additionally, the player can still access their account. Could you please kindly provide them with detailed steps on how to correctly and irrevocably self-exclude?