The player from Italy requested a withdrawal of €800 after winning and submitted the required documents on May 1st, but his account was blocked on May 5th. He is seeking payment of his total remaining balance of €2,400.
Sankra Casino - Player’s account has been closed.
Opened
Current status
Waiting for player to reply
6d 22h 47m 29s
Sankra Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
17 hours ago
Translation
Hi, after winning on the Hacksaw and Pragmatic slots, I requested a withdrawal of €800 and the casino asked for my documents on May 1st. I uploaded the requested documents that same day.
Today, May 5th, my account was suddenly blocked and I can no longer access it.
I request the casino to pay my total remaining balance of €2,400.
Automatic translation:
Public
Public
1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 hour ago
Dear Spaffle,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Can you confirm which verification documents you uploaded on May 1st?
- Did you accumulate your winnings with or without an active bonus?
- Have you previously encountered any issues with your account or withdrawals?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
