Kakekko RinRin Casino - The player's account got blocked.

After playing the first deposit bonus on the site for the second time and withdrawing more than $ 3000, I was asked for account authentication materials, so I submitted my driver's license, selfie photo, driver's license, and resident card.

It is said that the review process will take time. During the review, I was worried and logged in to the site every day, but one day I couldn't log in to my account from the site. My account was unilaterally deleted from the site, and my account with $3000 in winnings disappeared.

After that, when I asked the reason for deleting the account from the relevant site, the answer was that [authentication was not possible as a result of a thorough examination of the identity verification materials].

After that, we will respond if there are additional documents required for account authentication, and we will ask why the account could not be authenticated, but the account will be unilaterally deleted without any explanation of the details. is in a state of

We are still exchanging e-mails, but it took more than 2.3 days to reply to the e-mail from the site, and the response lacked sincerity. increase. Thank you very much.

Hello sssrush80,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kakekko RinRin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block the access to your account until it is finished.

Can you also please forward the documents you forwarded to the casino for review to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Thank you very much.

① Exact timing of the verification process

It was 1/28 that I requested the documents by email. It was 1/30 when I got the notice that my account was closed.

➁There are probably no documents that have been approved. It seems that both sides of the driver's license, a photo of the driver's license and me, and the resident card were not approved.

(3) The last exchange was an email exchange with the relevant site, and 2/6 was the last exchange. The content was that the account was not approved because the review results were not approved.

I have sent an email to inquire about the reason why it didn't pass the examination, but I can only tell you that it was not approved as a result of the examination, and the story does not progress.

We will also send you the documents.

Hello sssrush80,

Please forward it to nikolas.b@casino.guru for further review.

thank you for your reply!

I just sent the photo to nikolas.b@casino.guru. Have you received it?

Thank you for your confirmation.

Thank you sssrush80 for the e-mail. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sssrush80,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Kakekko RinRin Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Kakekko RinRin Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? Is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Dear sssrush80,

Unfortunately, we have not received any response from the casino regarding the issue thus we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is also one more possible way how you can try to receive your winnings - to submit a complaint with Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Tomas

We’ve reopened this complaint at the request of Kakekko RinRin Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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.

Dear sssrush80,

Unfortunately, we have not received any response from the casino again, thus we cannot continue resolving this complaint, and we are closing it again as ‘unresolved’, which will influence the casino’s rating in a negative way.

I strongly recommend you submit a complaint to the Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website.

I wish I could be of more help.

Best regards,

Tomas