Kraken Casino - Player's account was blocked due to accusations of multiple accounts.

Good day! Kraken Casino is thieves and scammers. They accused me of multi-accounting. Although I only have one account. I only found out about these scammers 2 weeks ago. It would be better not to know them. Played slots and bet on sports. Slots are wound. It is almost impossible to win. Problems with the payment of funds began a week ago. I ordered 5,000 hryvnias, which they never transferred to my bank card. In addition to this, 10,320 hryvnias remained on the balance sheet. The support of this casino simply answered with one word "Multiaccount". Without any evidence! I have never had a second account at this casino! No one could make another account on my documents either! No one could log into this casino from my laptop either! In order not to pay, these KRAKEN CASINO SCAMMERS simply block their customers' accounts! Help me please!

Dear xray200,

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 if you have completed the KYC verification?

Have you accumulated your winnings with 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,

Tomas

So my account was verified. I have screenshots. The thieves from Kraken casino had no questions or problems with my account until the moment I requested a withdrawal. Then they decided not to pay, but to invent the fact that I have several accounts. I hope they will explain this situation. I did not take any bonuses at all.

I contacted Kraken casino support chat again! And again this shocking answer from them. The fact that I have several accounts and they confiscated all the money! But I have never had a second account in my life!!! They do not explain anything to me! It really looks like a scam!

Please send me the screenshots and any relevant communication between you and the casino you saved to my email at tomas@casino.guru

So I can't do it. They blocked me in the chat. And all the correspondence took place in the chat. They never answered my mail.

Thank you very much, xray200, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 xray200,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Kraken Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Kraken Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, 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 xray200,

I am attempting to contact the casino representative in order to give this matter another opportunity to be resolved. I will now extend the timer by 7 days to see what can be achieved.

I will keep you updated on any developments. Thank you for your patience.

Kind regards,

Tomas

Dear xray200,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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.

In the meantime, I recommend you contact Antillephone N.V. (certria@gaminglicences.com and/or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

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

Good afternoon, we have provided all information to the casino.guru portal

Your deposits were on July 1-2 in the amount of UAH 2,000-3,000-2,000, after which you placed UAH 5,000 and UAH 4,000 for withdrawal on July 3, which you successfully withdrew. Then our sports provider contacted us and informed us that you have 3 multi-accums, after which we stopped servicing your account

You also wrote that we do not have licensed games, which is an absolute lie and no evidence of this information was provided

Dear xray200,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint due to breaching the casino's terms and conditions. However, the casino processed your withdrawals despite the mentioned breach.

In addition, as you might know, our forum deals with complaints about online casinos only, and unfortunately, we don’t have enough insight to take on sports betting-related issues.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Kraken Casino, for providing information and your cooperation.

Best regards,

Tomas

What kind of multimedia do I have???? I have been waiting for proof from you since the first of July!!!! A month and a half has already passed!!! You constantly block me in the chat and do not respond to my e-mail! You promised to provide me with the betting history but you never did!!!! You are frauds and thieves!!! You stole 15,000 hryvnias from me! Without reason!

Dear admins of casino.guru, have the kraken casino scammers given you any evidence or are they lying again?