Sankra Casino

Public

ncp96

Silver

Spain

Public

3 weeks ago

Original

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.

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Public

Kristina

Complaint Resolution Center Team Lead

Public

3 weeks 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

Kristina

Complaint Resolution Center Team Lead

Public

3 weeks 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

Public

ncp96

Silver

Spain

Public

3 weeks ago

Original

Translation

I sent you the screenshots, let me know if you need anything else.

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Public

ncp96

Silver

Spain

Public

3 weeks ago

Original

Translation

Hi Kristina, I just sent an email to your address ( kristina.s@casino.guru All the aforementioned evidence, including the VIP Manager's offer of bonuses/cashback after I confessed my addiction, my rejection email, and Sankra's direct connection to the Mafia Casino network. Regards.

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Kristina

Complaint Resolution Center Team Lead

Public

2 weeks ago

Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.

Do I understand correctly that you informed the casino about your gambling addiction for the first time on July 28?
Do you still have access to your casino account? If you don't, when exactly was the account closed?
When did you make the last successful deposit, please?

Thank you in advance.

Public

ncp96

Silver

Spain

Public

2 weeks ago

Original

Translation

Hi Kristina,

Thank you for following up. I'm answering your questions to provide a detailed timeline of the case:

Did I report the addiction for the first time on July 28th?

Yes, on July 28th I first notified customer service of my serious gambling addiction problem and my inability to self-control, requesting the permanent and immediate closure of the account.

Do I still have access to the account and when exactly was it closed?

I no longer have access. The account remained active negligently for several days, allowing me to continue making deposits. It was finally blocked after I filed this complaint with Casino Guru.

When did I make my last successful deposit?

I made the last deposit in the early hours of July 30th (around 2:00 AM). All the deposits totaling the €1,719 claimed were made after my initial notification on July 28th, and more than 24 hours passed without the casino applying the preventative block required by its own policy.

I remind you that I also emailed you proof where the casino's VIP Manager offered me bonuses and 15% cashback to encourage me to continue playing after my warning.

diction.

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Public

Kristina

Complaint Resolution Center Team Lead

Public

2 weeks ago

Dear ncp96,

We acknowledge that there was a delay in processing your self-exclusion request, and the casino did exceed your expected timeframe for applying the account closure.

However, it is important to note that you made deposits only in the first few days after submitting your self-exclusion request. As is the case with many casinos, self-exclusion requests are manually processed by the relevant departments, which requires time to ensure they are handled properly and with due care. Unfortunately, your deposits were made during this processing period, before the casino had the opportunity to take action.

As a result, the casino cannot be held responsible for these funds. Therefore, you are not eligible for a refund of the deposits in question.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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