Loft Casino - Player's account was blocked.

I sent 3 emails to certria@gaminglicences.com over those two weeks, but I didn't get a response, I only had a response from the casino over that time and they stopped responding! my account was closed and my balance confiscated at loft.casino, on the claim of violation of terms! but I didn't do anything wrong, I created my account, I deposited 486 euros, all the money I had, after a few hours playing, no game opened anymore, I got in touch via chat several times and I was always told to wait for contact via email, pos well the email arrived 9 days later, and I won't get my money back, I didn't make any withdrawals from the casino, nor did I go through the additional verification process, I know the casino doesn't provide more information than I did, but I believe that you have the right to do so, and you will see that I have done nothing wrong. I know that the value is not much but it is of great need for me.

Dear arland,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Loft Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you use bonuses to play in the casino and what was your balance before your account was blocked?

Thank you very much in advance for your reply.

Best regards,

Tomas

not sure, based on my skrill transaction history, it was 26/03/2023, and my account was blocked on the same day, a few minutes after it was opened.

I was playing when the error started at the casino, and I couldn't open any game anymore.

think rolleta, desert drag, book of dead, craps.

I deposited 486, but my balance before it was closed was something around 700 euros, after it was closed it was something like 400 euros, part of it was confiscated from me!

Thanks for your reply.

I am sorry, but could you please explain if you redeemed any bonuses in the casino or did you play exclusively with real money? I'll await your reply.

yes, my first deposit was with bonus

Thank you very much, arland, 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.  

Hi arland,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Loft Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best 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 arland,

May I know if you have received any response from the Antillephone gambling authority?

Thank you.

Kind regards,

Tomas

Dear arland,

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.

As you have already contacted the gaming authority - Antillephone N.V., kindly let me know how they responded (tomas.k@casino.guru). Thank you.

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 Loft Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear arland,

I have received new information from the casino's representatives regarding the case, but before we move forward, may I please ask if you have received any response from the Curacao gaming authority?

Thank you.

Kind regards,

Tomas

Dear arland,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Kind regards,

Tomas

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas