EightStorm Casino - Player's account suspended with the pending withdrawal.

Hi,

I have been waiting for my withdrawal of 1580 euros since 01/08/2023.

Shortly after submitting my withdrawal request I received an email saying my account has been suspended due to suspected fraud.

I am unable to get any responses from the casino management regarding why my account was suspended or why I haven't received my withdrawal yet.

Dear bim900129,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

I registered my account on the 7th of June, I was playing slot games, I completed account verification long before I even deposited. I was playing with a 200% welcome bonus. I have forwarded relevant communication to you, it seems the Live support agents aren't able to get any information about my case from management or the finance team. Thanks for looking into this

Could you please advise if you withdraw any winnings from this casino in the past and forward the confirmation about successful verification to petronela.k@casino.guru at your earliest convenience?

I haven't withdrawn any winnings in the past and this was my first time depositing in the casino.

I have forwarded you proof of my KYC being approved by the casino.

The documents in the screenshots were the only ones requested from me.

Screenshots from the player:

Thank you very much, bim900129, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi bim900129,

I've just reviewed your case and am sorry to hear about your struggles with the suspension of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear EightStorm Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for suspending the player's account?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 bim900129,

I have tried to contact the 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 Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia