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?

Dear Igor and klugerplayer13,

Thank you for your patience, and we sincerely apologize for the delay in our response.

We would like to address the player's most recent message stating that the account has not been closed. We want to make clear that in order for an account to be closed, it is mandatory that the player contacts us with a clear request for account closure. Our casino does not close accounts on its own initiative — a direct and confirmed request from the player is always required.

We would like to inform the player that their account has now been frozen pending the outcome of the ongoing complaint and investigation. No activity will be possible on the account during this time.

However, should the player wish to proceed with a permanent account closure rather than await the conclusion of the investigation, we kindly ask them to contact us directly at support@i.sankra.com and we will action this request immediately upon receipt.

Igor, regarding the deposit and withdrawal history requested, we would like to apologize for the delay. We are still awaiting confirmation from our Legal team, as the requested information must first be reviewed to ensure compliance with applicable data protection and privacy requirements.

As soon as we receive the necessary guidance and approval from our Legal team, we will provide all relevant transaction history covering the period from April 1, 2026, to the present directly to Casino Guru through the appropriate private channel without further delay.

We remain fully available for any further questions or clarification, and we appreciate your continued patience and understanding.

Kind regards,

Sankra Casino Support Team

Dear klugerplayer13,

In the message above, the casino provided a detailed guide on how to request a permanent self-exclusion.

Please follow those steps and let us know whether you have managed to self-exclude your account.

Dear Sankra Casino,

Thank you very much for your email and the evidence provided.

However, I would kindly ask you to send me a detailed document showing the dates and amounts of the deposits as well.

Thank you for your cooperation so far.

Hallo Igor,

ich möchte auf die jüngste Stellungnahme des Casinos reagieren, da deren Behauptung, ich hätte keine ausdrückliche Anfrage auf Kontoschließung bzw. Selbstausschluss gestellt, nachweislich nicht den Tatsachen entspricht.

Ich habe dem Casino mehrfach mitgeteilt, dass ich aufgrund meines problematischen Spielverhaltens bzw. meiner Spielsucht vom Spielen ausgeschlossen werden möchte. Die von mir eingereichten E-Mails und Screenshots belegen eindeutig, dass ich wiederholt um eine Sperre bzw. einen Ausschluss gebeten habe. Daher kann ich die Aussage des Casinos, eine solche Anfrage habe nicht vorgelegen, nicht nachvollziehen.

Besonders problematisch finde ich, dass das Casino nun behauptet, eine Kontoschließung könne nur nach einer ausdrücklichen Anfrage erfolgen, obwohl genau eine solche Anfrage meiner Ansicht nach mehrfach gestellt wurde. Wenn ein Spieler wiederholt auf seine Spielsucht hinweist und um Ausschluss bittet, sollte dies aus meiner Sicht unverzüglich geprüft und umgesetzt werden.

Stattdessen blieb mein Konto weiterhin nutzbar, wodurch ich weitere erhebliche Verluste erlitten habe. Genau diese Verluste hätten nach meiner Überzeugung verhindert werden können, wenn das Casino seinen Verpflichtungen im Bereich verantwortungsbewusstes Glücksspiel ordnungsgemäß nachgekommen wäre.

Daher möchte ich dich fragen:

Hast du meine E-Mails einschließlich der beigefügten Screenshots und Bildnachweise vollständig erhalten und geprüft?

Bestätigen diese Unterlagen aus deiner Sicht, dass ich bereits vor den weiteren Verlusten um einen Ausschluss bzw. eine Sperre gebeten habe?

Ich halte die Darstellung des Casinos für unzutreffend und erwarte aufgrund der unterlassenen Umsetzung meiner wiederholten Ausschlussanträge eine angemessene Entschädigung für die Verluste, die nach meiner ersten Meldung bezüglich meiner Spielsucht entstanden sind.

Ich bitte darum, dass dieser Aspekt bei der weiteren Bewertung meiner Beschwerde besonders berücksichtigt wird.

Vielen Dank für deine Rückmeldung.

Mit freundlichen Grüßen

Den Antrag auf Selbstausschluss habe ich soeben wie so oft schon per Mail abgeschickt und habe dich in Kopie genommen.

Dear klugerplayer13,

I can confirm that I have received your email, as well as the previous one.

For now, I kindly ask you to wait for the casino's reply so that we can proceed with this case.

Thank you very much for your patience and cooperation so far.

Dear Igor and klugerplayer13,

Thank you for your patience throughout this process and for the constructive communication during the review of this complaint.

Following a detailed assessment of the case and the information available to us, our management team has carefully considered all aspects of the matter, including the concerns raised regarding responsible gambling.

As a result of this review, and in the interest of reaching an amicable resolution, we have decided to offer the player a refund of €1,000.

This decision reflects our commitment to responsible gaming and our appreciation of the complaint resolution process. We believe this is a fair outcome and hope it will bring the matter to a satisfactory conclusion for all parties involved.

We would also like to confirm that the player's account is currently frozen, meaning no gaming activity, deposits, or withdrawals can take place while the complaint is under review.

Should the player wish to proceed with a permanent account closure or self-exclusion, they simply need to contact our support team directly and we will process the request accordingly without delay.

We would also like to thank Casino Guru for facilitating this discussion and assisting throughout the process.

Kind regards,

Sankra Casino Support Team

Dear Sankra Casino,

Thank you very much for your message, as well as for the refund offer.

Dear klugerplayer13,

I have received your email. Regarding your question, the casino previously provided the deposit history related to your account, which corresponds with the refund amount offered.

Therefore, I consider the amount to be entirely reasonable. However, the final decision is, of course, yours, and it is up to you whether you accept the offer or not.

Please let me know your position. Thank you.

Lieber Igor und Sankra Casino,

hiermit nehme ich das Angebot des Casinos an und bedanke mich recht herzlich für die Aufarbeitung meines falls, liebes Sankra Team bitte schicken sie mir noch eine Bestätigung um die endgültige Schließung meines Accounts die ich ihnen am 08.06.2026 habe zukommen lassen.

eine Frage habe ich noch bezüglich der Rückerstattung wohin und wann überweisen sie mir die genannte Summe ?

Dear Sankra Casino,

The player accepts your offer.

Please let us know how you would like to proceed with the refund. Thank you.

Dear Igor and Klugerplayer13

Thank you for your message.

We would like to inform you that the refund task has already been created and forwarded to our Payments Team, who are currently handling the process. The refund will be processed in accordance with the agreed resolution. Should any additional information be required from your side, we will contact you accordingly.

Regarding your account closure request, we have reviewed our chat records and, at this stage, we have not been able to locate such a request in our system. Could you please confirm that the request was sent from the correct email address associated with your account?

Additionally, did you receive any response or acknowledgment from our team regarding the closure request? Any further details you can provide will assist us in reviewing the matter thoroughly.

We look forward to your reply.

Kind regards,

Sankra Casino Support Team

siehe den Anhang vom 08.06.2026

überweisen sie auf das Zahlungsmittel das auf meinem Account hinterlegt war ?

Dear klugerplayer13,

Please note that the casino has requested that your email address be visible.

Therefore, could you please send a new screenshot that includes your email address? Thank you.

Dear Sankra Casino,

Thank you for informing us that the refund is currently being processed.

Please do not hesitate to let us know once there is any update regarding this payment.

hiermit ist bestätigt das es von der auf der Seite gemeldeten E-Mail Adresse gesendet wurde.

hiermit ist bestätigt das es von der auf der Seite gemeldeten E-Mail Adresse gesendet wurde.

Dear Igor and klugerplayer13,

Thank you for the screenshot confirming the email address used to send the closure request dated June 8, 2026.

We are pleased to inform you that the account has been closed in accordance with the player's request. The account is now permanently closed and can no longer be accessed or used for any gaming activity, deposits, or withdrawals.

We sincerely apologize for the earlier confusion regarding the closure request and thank klugerplayer13 for providing the additional confirmation needed to locate it in our system.

Regarding the refund of €1,000, this has already been forwarded to our Payments Team and is being processed in accordance with the agreed resolution. We will update you as soon as we have confirmation that the payment has been completed.

We thank Casino Guru once again for facilitating this process, and we trust that this brings the matter to a satisfactory close for klugerplayer13.

Kind regards,

Sankra Casino Support Team

Dear klugerplayer13,

According to the casino, your account is now blocked. Please inform us whether this information is correct.

Dear Sankra Casino,

Thank you for your update.

Please let us know once there is any news regarding the withdrawal.

Hiermit kann ich bestätigen das mein Konto gesperrt wurde, das Geld ist leider noch nicht bei mir angekommen.

Beste Grüße

Dear klugerplayer13 and Igor,

Thank you for confirming that the account has now been closed, and for your continued patience throughout this process.

Regarding the refund, we would like to reassure you that this has not been forgotten. As previously mentioned, a dedicated task has already been created and forwarded to our Payments Team, who are actively handling the processing of this refund in accordance with the agreed resolution. As this is a complaint-related case, it does go through a slightly more thorough internal process compared to standard transactions, which can take a little additional time.

We kindly ask for your patience while this is being finalized, and we will update you as soon as we have confirmation that the payment has been completed on our end.

Thank you again for your understanding, and we appreciate Casino Guru's continued assistance in facilitating this matter.

Kind regards,

Sankra Casino Support Team

Dear klugerplayer13,

Thank you for confirming that your account is indeed closed.

Dear Sankra Casino,

As I mentioned in my previous message, thank you for informing us that you are continuing to process the refund as soon as possible.

Since the timer is currently set for 7+7 days, it will be completely sufficient to reply once there is any progress regarding this complaint.

Dear Igor and klugerplayer13,

Thank you for your continued patience.

We would like to inform you that the refund is currently in its final processing stage. Due to internal procedures related to complaint-based refund handling, additional verification and approval steps are required before the payment can be released.

For this reason, the refund will be credited at the beginning of July.

We will notify you immediately once the payment has been successfully completed and confirmed on our side.

We appreciate your understanding, as this timeline is necessary to ensure the correct processing of complaint-related transactions in line with our internal procedures.

Kind regards,

Sankra Casino Support Team

Dear Sankra Casino,

Thank you for your update.

Since the beginning of July is just around the corner, please let us know once there is any update regarding this refund.

Dear Igor and klugerplayer13,

Thank you for your continued patience throughout this process.

We are pleased to confirm that the refund of €1,000 has now been processed and completed on our end, in accordance with the agreed resolution.

We thank Casino Guru once again for facilitating this process, and we trust this brings the matter to a satisfactory close.

Kind regards,

Sankra Casino Support Team

Dear klugerplayer13,

According to the casino, the refund has been processed on their side.

Please let us know whether this information is correct and whether you have received your refund.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear klugerplayer13,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor