Hunt Casino - Player's account has been frozen.

At the beginning of September, I used the first deposit bonus on this site to play and I won.

I immediately completed KYC verification and requested a withdrawal of $10,000. However, when the amount wasn't transferred after some time, I contacted the site and was told that they are performing a provider check.

Recently, I received an email from the site stating that my account was frozen due to violations of terms 4-3 and 10-1.

I reviewed those terms and found that I did not violate them at all. I requested a detailed explanation, but the site did not clarify the reasons and unilaterally froze my account.

I did not violate any terms, and since the amount I won is substantial, I demand a proper explanation.

Dear haruchan1214,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

4-3.

Any deposited amount must be a fund originating from a legal source. if the origin of the funds are deemed from an illegal means or related to, this company reserves the right to request a document to prove the source of the fund. if the information was deemed insufficient, this company reserves the right to hold the funds and block the account.

10-1.

If in the case of users violating these terms, or if we have reasonable reason to suspect that the user has violated these terms, this company reserves the right to refuse the account registration, suspend or hold the account, and claim against the damage caused.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino accused you of breaching these rules?
• Could you please clarify which games you focused on - slots, live casino, sports betting, etc.?

Additionally, 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

Am I correct in understanding that the casino has accused you of violating these rules?

That's right, I don't remember violating any of the terms and conditions listed, and even when I asked the casino site for an explanation, they didn't give me any specific explanation.

Can you elaborate on which games you focused on - slots, live casino, sports betting etc?

I only played slots

I have sent you an email with the information from the casino site, so please check it.

I have forwarded the email as is, but if I cannot confirm it, I will resend it.

Thank you very much, haruchan1214, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you haruchan1214 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hunt Casino for their help in resolving this complaint. We would like to know why was the player's account frozen and what can we do to help resolve this issue.

Thank you!

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.

Unfortunately, my messages to the casino representative went unanswered. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter