LOOTRUN Casino - Player’s account is closed without explanation.

I played in the casino, 3 days, the next morning the account was blocked. But before blocking I set the withdrawal of funds 300osdt, the withdrawal was successful. I have 588osdt left on my account. The account is blocked, the chat does not work, it is turned off intentionally, they do not want to say the reason for the blocking. Fraudsters.

Dear ivan664,

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

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

• 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, betting on sports) 
• Did you achieve your current balance with the help of a 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

replenished without bonuses, cryptocurrency. Played all the offered games, preferred casino.

Is there any interaction between you and casino support you might share?

Did the casino give you any justification after your account was closed?

Share the information in the form of screenshots here or send it to my email at tomas@casino.guru

Dear ivan664,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The account was simply blocked. And live chat. There is no way to contact. They don't answer anywhere.

Thank you very much, ivan664, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 ivan664,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite LOOTRUN Casino to join the conversation.

Dear LOOTRUN Casino,  

I would appreciate it if you could provide clarification regarding the reasons for the blocking of the player's account. It seems unjust to block the player's account without a reasonable explanation.

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 ivan664,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to at this stage. I noticed that the casino operator Blackhole N.V. has an application for a gaming license in progress with the Curaçao Gaming Control Board (GCB). However, even if they receive a valid license, it may not be of much use because the GCB does not handle individual disputes between players and gaming operators. You can still try to file a complaint with them via this contact form, but it is uncertain if they will respond to it.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru