The player from Ukraine had his account blocked after he won 27,000. The casino justified this action by stating that the player had another account, which the player denied, asserting that his account had been linked to his card and bank information. We had asked the player several questions to help resolve the issue and had extended the response deadline. However, due to the lack of response from the player, we had been unable to proceed with the investigation or provide potential solutions, which resulted in the rejection of the case.
Elslots Casino - Player's account blocked after significant winnings.
Amount: 27,000 ₴
Elslots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
I was blocked after winning a significant amount of money. They assigned to me a profile that was not mine. I had previously deposited and withdrawn funds from the account that was blocked this week without any issues. However, when I won an amount of 27000, they blocked me with a fabricated reason of having another account. The blocked account has an email address that is tied to all of my cards and banks.
Automatic translation:
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9 months ago
Dear d2006306,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
- Were your winnings accumulated with or without an active bonus?
- Was your account previously verified?
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
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9 months ago
Dear d2006306,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
