Kraken Casino - Player’s withdrawal delayed and faced account issues.

Dear Rufat1991,

Thank you very much for submitting your complaint. Unfortunately, I’m not sure how we should assist you with this case based on the current description of events and I will definitely need more information. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards,

Kristina

Good afternoon Kristina, I’ll answer any questions. Unfortunately, I don’t have access to the account because they initially blocked it and then completely deleted it. Screenshots indicate that my account was verified there, that I talked to support, they said that I can’t upload it here for checks with the provider, I can email you send all photos

The fact is that they say that the manager of Kraken contacted me through the phone number indicated in the account and we supposedly agreed that they would withdraw me to the crypt for my sake, they made a withdrawal to the crypt and I first changed the login and password of the account, then withdrew it, although no one contacted me Nobody called me, they didn’t give me anything, they’re just lying and don’t want to give me my prize, more than a month has passed, the bandwagon is also not responding because they were blacklisted and they said that such a number was not registered and was not in their database

https://latestcasinobonuses.bet/casino-complaints/uchetnye-zapisi/zakrytie-blokirovka-akkaunta/kraken-casino-zablokirovali-na-proverku-i-ne-platyat-na-8-200-000-rub/?utm_campaign =comments&utm_content=casino-complaints&utm_medium=email&utm_source=sendgrid&utm_term=post_279418

You can see here everything is written in detail and all the screenshots are there

Christina, will there be any answer from the project in this matter? Can your site help me?

Thank you for your reply, Rufat1991. Do I understand correctly that you had no remaining balance in your casino account when it was blocked? Also, do I understand correctly that it seem that someone hacked your casino 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.

At the time of blocking there was money in the account, after a couple of days I contacted the chat about what would happen to my account when it would be available to me, they told me it was for verification and then there was 0 on the account at all, I could log into the account but there was nothing I could do there, it was written account is blocked

I think this is how the managers themselves hacked my account since I didn’t change the data and the data can only be changed through support, you can also check when the data was changed, they have all this correspondence saved, including they simply don’t want to give away my winnings

They also say that on June 5th they contacted me by phone number indicated in the profile and agreed and after that I supposedly changed my data in the account and after that I transferred everything to crypto, the question is how did this all happen where is the proof that you are with me we talked about proof that they sent everything to my crypto, I think it’s all old

I will receive some kind of response from you, I think I sent all the proof, all the photos to your email Christina

Thank you for your reply, leader0650. Regrettably, we do not handle matters related to cybercrimes. If your funds have been stolen, this falls under the jurisdiction of the police and the payment provider, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino. In this case, it would be most likely impossible to prove that your account was hacked by the casino staff.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

I say that they blocked my account, after that they say that they withdrew money from the casino, no one contacted me, what does it have to do with cyber crime if the casino did not withdraw anything, I did not have access to the account so that I could withdraw my funds like that

They initially said that the account was being checked, then support simply ignored it, but I emailed you all the screenshots

I apologize, but a hacked account is considered a cybercrime. We don't think your complaint is unjustified, we simply aren't able to assist you further with a problem such as this. You can always contact the licensing authority as they have more options and tools to investigate, but unfortunately, this falls outside of our jurisdiction.

Due to the aforementioned reasons, this complaint will now be closed. 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.