Vodka.bet Casino - Player's account is closed without explanation.

I've been playing this game for over two years. At the end of September, I made a crypto deposit, as usual, through a Telegram crypto bot for free spins. I started playing and almost lost my balance. Then I reached 8,000, made a 6,000 withdrawal, and they won't withdraw it and blocked my account. They emailed me the rules, claiming I committed some fraudulent act. They're not going to explain anything in detail, claiming it was a unilateral decision. I'm not the only one experiencing this blocking situation. They simply refuse to return my personal funds. I think this casino is simply taking my money without any explanation.

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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 send me a screenshot of the free spin bonus you activated and played with?

What games did you play with your free spins?

Could you please forward me the email you received from the casino after your balance was confiscated and your account was blocked? My email address is veronika.f@casino.guru.

Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

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,

Veronika

Dear sarokuin1166,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Okay. They won't do anything anyway. They've just become arrogant.

I understand that this situation must be very disappointing. Please know that we truly want to help you, but in order to move forward, we need your cooperation and answers to the questions I previously asked. This information will allow us to properly investigate your case and contact the casino on your behalf.

Please let me know if you would like us to continue with your case.

Let the complaint hang.

Thank you for your reply. In order for us to continue with your case, I need you to respond to the questions I asked you previously:

1. Could you please send me a screenshot of the free spin bonus you activated and played with?
2. What games did you play with your free spins?
3. Could you please forward me the email you received from the casino after your balance was confiscated and your account was blocked? My email address is veronika.f@casino.guru.
4. Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

I wrote to you, but what's the point? Nothing will happen. They just kept my money for themselves.

Dear sarokuin1166

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, Peter (peter.c@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

Hello there,

Thank you sarokuin1166 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vodka.bet Casino for their help in resolving this complaint. We would like to know why the player's account closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sarokuin1166,

I have tried to contact the Vodka.bet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter