HomeComplaintsElcarado Casino - Player’s account has been blocked.

Elcarado Casino - Player’s account has been blocked.

Amount: €145

Elcarado Casino
Safety Index:Below average
Submitted: 05 Nov 2020 | Resolved : 29 Nov 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Germany had her account access restricted for no apparent reason. The issue was successfully resolved.

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3 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:
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3 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

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3 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 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?

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3 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.

file Best regards

Maria

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3 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.

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3 years ago

Hi Maria,

I'm taking over your complaint. I will contact the casino and see what can be done.

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3 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 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.

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3 years ago
Translation

Hi Peter,

I have not registered again. I only noticed that I could have re-registered.

Automatic translation:
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3 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.

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3 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.

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3 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?

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3 years ago
Translation

Hi Peter,

Yes that's true. I logged into Lapalingo Casino and actually received € 100. I'm excited.

Automatic translation:
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3 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

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