The player from Spain, struggling with a gambling addiction, requested the immediate closure of her Sankra account on July 28, but the casino failed to act promptly. Instead, she was directed to contact the VIP department, and since her account remained active, she incurred losses totaling €1,719 after her initial request. She seeks a full refund and permanent account closure.
Sankra Casino - Player’s account was not closed.
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Sankra Casino
Safety Index 3.5 LowCase summary
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4 hours ago
Translation
I suffer from a serious gambling problem and opened this account on Sankra in the midst of a severe relapse, in a state where I cannot control my impulses towards gambling.
On July 28, after becoming aware of the situation, I immediately contacted Sankra's customer service to request the permanent and immediate closure of my account, clearly expressing my addiction condition and my inability to control myself.
Under any international Responsible Gaming standard, the mention of the word gambling addiction or the confession of an addiction problem obliges the platform to freeze and block the account automatically and immediately to protect the vulnerable player and prevent further harm.
However, the casino failed in its duty of protection:
Instead of applying the preventative block immediately, support (Eren) sent me an email asking me to write another message to the VIP department ( vip@i.sankra.com ) to "process" the closure.
After submitting my initial application on the 28th and losing the money I had left, I entered a state of deep depression and anxiety, so I turned off and stopped looking at my mobile phone completely.
Today, upon receiving my payroll and verifying that the casino never froze my access, my lack of control over my illness led me to re-enter the active platform, losing a total accumulated amount of €1,719.
I want to emphasize that Sankra is exactly the same as Mafia Casino (they share the same interface, the same platform structure, and the same support format).
I request a full refund of the €1,719 deposited after my gambling addiction notice of July 28, as well as the urgent, definitive and irreversible ban and blocking of my account at Sankra and any other casino on the same platform.
Automatic translation:
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45 minutes ago
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45 minutes ago
Dear ncp96,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@sankra.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please advise whether you sent the self-exclusion request to the email address listed in the Responsible Gambling policy? Please forward all account closure requests you sent to the casino to my email at kristina.s@casino.guru.
Thank you very much for your cooperation.
Best regards,
Kristina
