The player from Germany had her account access restricted for no apparent reason. The issue was successfully resolved.
Elcarado Casino - Player’s account has been blocked.
Amount: €145
Elcarado Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
Elcarado Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello, I am currently playing at Casino Elcarado, but I cannot continue playing because FULL ACCESS has been RESTRICTED to my account. What can I do now?
Sincerely yours
Maria R ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Dear Maria,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you receive any error messages when you try to log in? Is the disputed amount (€145) being held by the casino?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. I will be waiting for your reply patiently and hope to help you as soon as possible.
Best regards,
Kristina
Public
Public
4 years ago
Do I understand correctly, that you couldn't finish the wagering requirements due to being restricted? Could you please specify, which bonus did you play with?
Public
Public
4 years ago
Translation
Hello Kristina,
Yes that's true. I can no longer meet the wagering requirements. Also only had
about € 400 that I had to convert. I played with the Wednesday bonus. There was 100% and the wagering requirement was 50X the wagering amount.
Best regards
Maria
Automatic translation:
Public
Public
4 years ago
Thank you very much Maria for your cooperation will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
4 years ago
Hi Maria,
I'm taking over your complaint. I will contact the casino and see what can be done.
Public
Public
4 years ago
Hi Maria, that was a very bad idea to register a new account. You can only have one account per casino. Let's just wait and not do anything for a while until we get a reply from the casino.
Public
Public
4 years ago
Translation
Hi Peter,
I have not registered again. I only noticed that I could have re-registered.
Automatic translation:
Public
Public
4 years ago
Hello Maria, that's good. Registering a new account would only complicate things.
We would like to ask the Elcarado 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
4 years ago
Hi Maria,
I reminded the casino of your complaint by Skype, the contact person changed. I hope it will help and they will reply soon.
Public
Public
4 years ago
Hi Maria,
I chatted with the casino rep again. I was informed that the casino stopped providing services in Germany and therefore granted you a bonus worth €100 to your account in Lapalingo Casino. Can you confirm this please?
Public
Public
4 years ago
Translation
Hi Peter,
Yes that's true. I logged into Lapalingo Casino and actually received € 100. I'm excited.
Automatic translation:
Public
Public
4 years ago
Hi Maria,
I'm glad to hear that. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
