Sankra Casino - Player's account should be closed but remains open.

Good evening, I need your immediate help. I requested a request for exclusion due to addiction on 23/7. I received an email from Sankra casino confirming my request, but they ignored me and never closed the account, resulting in a deposit of €775 and the account is still open. Also, as soon as I sent the email, they sent me bonus offers, while before the exclusion request, in a conversation with a representative, he told me that I was not entitled to any bonuses. I am requesting the €775 deposits back because my account should not have been open after such a serious request.

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Hello,

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.

• When did your live chat conversation with the casino take place?
• Did you send a self-exclusion request to the email address provided by the live support agent? If so, when?
• Did you receive any reply or confirmation from the casino regarding your request?
• If you did not receive a response, did you try contacting the casino again through any other communication channel before making the additional deposits?

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,

Attila

The live chat took place on 7/22 and on 7/23 I sent the exclusion email that I wrote clearly about addiction I received a confirmation email but until then the casino was sending me deposit bonuses and my account is still open. I also uploaded the screenshots above if it doesn't show them tell me to forward them to you again also 7/27 I have a conversation with the casino yesterday where I refer again to the exclusion request due to addiction and today 8/28 the casino is sending me deposit bonuses and offers by EMAIL

Good evening Attila, I have sent you proof and conversations with the casino by email.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. I would appreciate it if you could confirm whether you currently still have access to your account. Additionally, could you please forward the receipts of your deposits made after your self-exclusion request, as well as any promotional offers you have received from the casino? You can send these documents to my email at attila.g@casino.guru. I look forward to your reply.

Good afternoon, I had sent everything to your email but I will forward it again.

Good afternoon, I had sent everything to your email but I will forward it again.

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, Martin (martin.l@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,

Attila

Hello Kallioi,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Sankra Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Good evening Martin, what email would you like me to send?

Dear Kallioi,

in case your account is still not closed, please do try to send another message to the casino, requesting the closure while mentioning gambling issues. In case your account has been closed in the meantime, you can disregard my message.

My account is now closed. Now I'm just asking for my deposits back with your help!

Hello Martin and Kallioi,

Thank you for the update. We are currently checking what information we are able to share with you regarding the deposits made after your request.

We will review the available information internally and get back to you with an update as soon as possible.

Thank you for your patience and cooperation.

Best regards,

Sankra support team.

I just re-sent the exclusion request on 7/23 with response number 223101 and the deposits made from 7/24 onwards

Dear Kallioi,

thank you for your cooperation so far.

Dear casino representative,

we will await the outcome of your internal review and the requested deposit history. Please share your findings with us once available.

Dear Martin,

Thank you for your patience.

We have sent the requested information internally to your email. Please check and let us know if it has been received.

Best regards,

Sankra Support Team

Why didn't you share them here so I could see if what you sent was actually true?

Dear casino representative,

Thank you for your message, I confirm receipt of the information.

Based on the records provided, the player deposited €765 and successfully withdrew €594 after submitting the self-exclusion request. Nevertheless, we acknowledge that necessary processing timeframes need to be taken into consideration.

To complete our assessment, would you be able to provide the player’s gameplay history covering the period from the initial self-exclusion request until the account was closed? The records should include the timestamps of the bets, results, and resulting real-money balance.

Dear Kallioi,

thank you for your patience so far.

The casino sent the records privately because they contain account-level financial information. I understand you may feel left out but we are not in a position to force the casino to provide this information to you.

Will I receive back my deposits totaling €775??

Dear Kallioi,

we will be unable to request your deposits in full, as you have also withdrawn money from the casino during this time. What we are trying to achieve in cases like yours, is that players are ideally at a net-zero position.

Currently, we want to evaluate your entitlement to the remaining difference of 171 EUR. In case you have lost these funds at a time when your account should have been closed, we will ask the casino to refund these funds.

Alternatively, in case you have lost these funds immediately or very soon after asking for exclusion, meaning the casino would not have been allowed a plausible closure timeframe, we will be unable to request such losses.

Dear Martin and Kallioi,

Thank you for your patience while we work through this matter.

In order for us to offer a resolution to the player, we first need to complete account verification. We have sent an email directly to Kallioi outlining the verification documents required.

Kallioi, please check your email and upload the requested verification documents at your earliest convenience so we can proceed with processing this case.

Thank you for your cooperation.

Best regards,

Sankra Support Team

Dear casino representative,

thank you for your message. Can you confirm what amount is the casino willing to offer?

Dear Kallioi,

thank you for your patience. Please keep us updated and let us know in case any issues with the verification process arise.

I HAVE sent everything they asked for and more, but I have not yet received confirmation that the documents are in order! Would you like me to forward the emails to you?

Dear Kallioi,

please forward the communication to martin.l@casino.guru

I have sent them to you.

Dear Kallioi,

Thank you for your cooperation so far.

Just to clarify your previous message, did you send these documents to the casino recently in response to their latest email, or are you referring to documents that you had already submitted in the past?

If they were only sent previously, please resend them to the casino once again so that the verification process can proceed without unnecessary delay. If you have already resent them recently, we can wait for an update from the casino representative.

Dear casino representative,

Could you please provide us with an update on the current status of the verification process and let us know whether the requested documents have been received?

Good morning, I sent them yesterday in response to yesterday's request from the casino.

Dear Martin and Kallioi,

Thank you for the update. The documents initially sent by the player were not accepted. As the player has resent them yesterday, we are currently reviewing these. As soon as we complete our verification process, we will inform you.

Thank you for your patience.

Best regards,

Sankra Support Team

Good morning, you asked for my documents again yesterday, and they are the same as the previous ones you had requested and they are exactly the ones that prove what you want.

Dear casino representative,

thank you for your message. In case the documents are refused again, please do let us know about their exact shortcomings, so they can be amended.

Dear Kallioi,

in case the verification process stalls again, would you be willing to provide us with the documents you have sent to the casino? Please note my only official email address is martin.l@casino.guru

I have forwarded all the EMAILS to you but I believe the casino does not want to cooperate.

Dear Kallioi,

Thank you for forwarding the communication.

Having reviewed it, I can see that the documents most recently submitted do not fully meet the casino’s stated requirements. The individual transaction screenshots are not equivalent to an official bank statement, and the casino is also requesting new images of both sides of your driving license and the card ending in 5735, with the specified information and all four corners visible.

Please provide the casino with these three items exactly as requested. As the casino has indicated that verification is necessary before it can offer a resolution, completing this step is currently essential. Once you have submitted the corrected documents, please let me know.

I sent them again and forwarded them to you, please check them.

Dear Kallioi,

thank you for forwarding the documents.

The new photographs appear to cover the requested driving license and payment card.

However, the PDF is only confirmation that you hold the bank account. It does not contain any transaction history or show the deposits made to the casino. Please send the casino an official bank statement or transaction-history document showing your name, account details, and the relevant casino deposits. You should be able to download this document from your banking application.

I think I sent it correctly now, I forwarded it to you too.

Dear Kallioi,

thank you for your latest message.

The latest file appears correct, please proceed with uploading it/sending it to the casino.

I've sent it to the casino but I don't know if they want to accept it.