The player from Russia had requested a withdrawal from an online casino, but after 10 hours his account had been blocked without the possibility of restoration. The player had verified his account before the block and had primarily engaged in sports betting, without the use of any active bonuses. Despite the player's frustration, we had clarified that our forum, Casino.guru, only handled complaints related to online casino users and not sports betting. As such, we had been unable to assist him further. The complaint was subsequently rejected due to our policy of not handling issues related to sports betting.
Kraken Casino - Player's account has been blocked after withdrawal request.
Amount: 800 ₮
Kraken Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Translation
They have locked my account
Your account is locked:
With no right to restoration
I put money on withdrawal today, about 10 hours has passed and they have locked my account
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9 months ago
Dear GODENKOR,
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 clarify which games you focused on while your account was active - slots, live casino, sports betting, etc.? Did you pass the verification before the casino blocked your account?
Have you accumulated your winnings with or without an active bonus?
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
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9 months ago
Translation
I verified my account before it was blocked, because funds can only be withdrawn after verification. I played sports betting. I didn’t have any active bonuses, I used $5 cashback once, but I lost it.
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9 months ago
Thank you for your reply, GODENKOR. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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9 months ago
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I understand you, but I can’t even withdraw my deposit. What difference does it make what I played if they just stole my funds?
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9 months ago
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change my employee, you Christina want to close my 2nd complaint, only because I played sports betting, it’s not ethical, I can’t even withdraw my deposits
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9 months ago
Please note that any employee would evaluate this case the same because according to our company policy, we do not solve complaints related to sports betting.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
