HomeComplaintsKheloStar Casino - Player's account blocked after withdrawal attempt.

KheloStar Casino - Player's account blocked after withdrawal attempt.

Amount: 45,000 INR

KheloStar Casino
Safety Index:Below average
Submitted: 19 Apr 2024 | Case closed : 05 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

7 months ago

The player from India had their account blocked after they attempted a withdrawal and completed the KYC verification. All attempts to communicate with customer service had been unsuccessful. The player had registered and deposited ₹45000, played a game called Aviator, and then attempted to withdraw the same amount. We had asked the player to confirm whether he had fulfilled the mandatory 1x wagering requirement of his deposit, as per the casino's terms and conditions. Despite extending the response time, the player did not respond to our inquiries. Therefore, we were unable to further investigate or provide potential solutions to address the issue.

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8 months ago

Hello! I withdraw my amount yesterday and today morning my account is blocked it is showing. I have send every possible document for KYC verification and when I am calling the customer care they are disconnecting my call and not unblocking me neither returning my amount.


please help!

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8 months ago

Dear sharmavaibhav312,

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. 

  • Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
  • Which games you’ve been playing (live casino games, slots, or sports betting)? 
  • Were your winnings accumulated with or without an active bonus, please?
  • 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


Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.


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8 months ago

Hello!

I registered for the account 2-3 days ago and then deposited around ₹45000 from which I played some amount and then withdraw ₹45000 from it.

I played Aviator mainly.


They have blocked my account and stopped any communication from their side.

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8 months ago

Hi sharmavaibhav312,

If you deposited ₹45,000 and subsequently attempted to withdraw the same amount, could you please confirm whether you fulfilled the mandatory 1x wagering requirement of your real money deposit?

Please review the following terms for clarification:


5.6. As a prevention of money laundering, a deposit must be wagered at least once before a withdrawal can be made. Please note that if wagering requirements are in place, the wagering requirement needs to be respected before a withdrawal is requested.


Thank you.


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7 months ago

Dear sharmavaibhav312,

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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7 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.


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