The player from Greece had deposited $50 in Kraken casino and won $1800. When he tried to withdraw $400, his account was suddenly closed and the casino became unresponsive. The player had confirmed that his account was KYC-verified and he hadn't used any bonuses. The casino had claimed the account was blocked due to fraudulent actions in sports betting and offered to refund the deposit. The player had insisted that his winnings were from both sports betting and casino games. However, since the issue was related to sports betting, we were unable to assist further due to lack of expertise in sports betting disputes. The casino had refunded the player's deposit of $50. Unfortunately, the complaint had to be rejected as it fell outside our area of expertise.
Kraken Casino - Player's account shut down after request for withdrawal.
Amount: €1,800
Kraken Casino
Safety Index:Very highOther
REJECTED
Case summary
Hello..i make a deposit 50usdt in kraken casino and i place bets in slots and sports..i win 1800...i ask 400 withdrawal and after 5 minutes my account closed and i can not do nothing..in live chat do not answer the same and by e mail...this is scam and stole money of customer's...
Dear souflis,
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 when exactly you created your account?
- Did you pass the KYC verification before your account was closed?
- Did you activate any bonuses on top of your deposit?
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
Hello.i create the account before 1 year ago ..Yes the KYC is full complete and i do not take bonus never.thank you
Thank you very much for your reply, souflis. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
No nothing..Just they close my account with no explanatioThank you very much, souflis, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, souflis!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
The client claims to have registered over a year ago, but that's not the case; they registered on 30.09.2023.
The player placed bets exclusively on sports, fraudulent actions were noticed from the client's side. The account was blocked with no possibility of recovery. We attempted to refund the deposit amount of 50 USDT, but the client did not respond to support inquiries on the website. Therefore, as soon as they provide their details, we will immediately return their deposit.
I have place bet on sports yes but my winnings is from sports and casino..why thay close my account?when the players win thay close tha accounts...never ask me to give them details about to refund my deposit..
Kraken Casino, to be sure that the player has placed only sports bets we need to see their game history. Please, send it to my e-mail: pavel.k@casino.guru.
We have sent the full history of all bets ever placed to the client's email. Additionally, the account was blocked before the player requested a withdrawal. Afterward, we requested the USDT wallet address for refunding the deposit in the casino chat, but we did not receive a response from the client.
souflis, please, redirect the betting history to my e-mail: pavel.k@casino.guru.
The client contacted us and gave us his wallet. We paid him, his deposit is 50 usdt
souflis, Unfortunately, since it is clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
