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I created an account in pokerdom. I added money with a bonus. I played first for real money. Then for bonus money. I didn’t save anything for bonus money. I didn’t get any profit from the bonus money. Then I played back the free spins, only I got a profit from the free spins. My account was blocked, help find a solution

Dear Nelyyyy,

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. Have you tried contacting the casino regarding this issue, or have you received any explanation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

Welcome to the Pokerdom Support Service.

When checking your gaming activity, our specialists identified a violation of the rules, namely:

14.6. "The Company reserves the right to suspend, terminate or cancel any payments or winnings associated with bonus money in the event of any suspicion of abuse of the bonus offer."

14.16. "Carryovers of game rounds are prohibited. Instances of purposeful accumulation of bonus games using the bonus balance will be considered fraudulent. It is prohibited to abuse the postponement of any game rounds, including free spins, any accumulative bonuses, or bonus games while playing with bonus money. Any postponed games, bonuses (including any accumulative benefits) and free games will lead to account blocking, denial of services and confiscation of funds."

14.17. "It is prohibited to use the bonus balance to bypass the wagering system. These actions will be considered fraudulent."

Based on this, your account is blocked without the possibility of recovery and with confiscation of funds.

Please do not create new accounts as they will also be blocked.

All the best!

Здравствуйте!

Вас приветствует Служба Поддержки Покердома.

При проверке вашей игровой активности, нашими специалистами было выявлено нарушение правил, а именно:

14.6. "Компания оставляет за собой право приостанавливать, прекращать или отменять любые выплаты или выигрыши, связанные с бонусными деньгами в случае любого подозрения на злоупотребление бонусным предложением".

14.16. "Перенос игровых раундов запрещен. Случаи целенаправленного накопления бонусных игр с помощью бонусного баланса будут расценены как мошеннические. Запрещено злоупотреблять откладыванием любых игровых раундов, включая бесплатные спины, любые накопительные бонусы, или бонусные игры во время игры с бонусными деньгами. Любые отложенные игры, бонусы (включая любые накопительные преимущества) и бесплатные игры ведут к блокировке аккаунта с отказом в предоставлении услуг и конфискации средств".

14.17. "Запрещено использование бонусного баланса в целях обхода системы отыгрыша. Данные действия будут расценены как мошеннические".

На основании этого ваш аккаунт заблокирован без возможности восстановления и с конфискацией средств.

Пожалуйста, не создавайте новые аккаунты, так как они также будут заблокированы. 

Всего доброго!

Thank you very much, Nelyyyy, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Nelyyyy,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Pokerdom Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi Nelyyyy,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 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 could 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. I am sorry we could not be of more help on this occasion.

Best regards,

Peter