Odds96 Casino - Player’s account has been blocked.

Yesterday I was deposited and played game. After that I placed withdrawal at 1.39 AM 05/12/2022 . Now my account was blocked.

Dear psaidinesh123,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered 14-June-2022 played live casino like roulette and Black Jack no bonus and I verified my account with national Id then withdrawal my fund then they blocked my account.

Thank you very much, psaidinesh123, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Please solve my problem as soon as possible 🙏

Hello, psaidinesh123,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Odds96 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Odds96 Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? 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 (branislav.b@casino.guru).

Thank you in advance for providing the information.

Please solve my issue.... I trusted blindly odds96 it's f*ckedup me 😶😢

Hello solve my issue

We are waiting for the casino's response.

My problem not solved yet 😞

13hrs left still not find solution 😐

We will provedi an answer in 48 hours timeline

Please solve my issue

Greetings all,

Dear Odds96 Casino Team,

I am extending the timer. Please, let us know once you have the requested information and provide us with answers to my questions above.

We are looking forward to hearing from you.

You are extending more time yaar, but it's ok i will wait for your response. Please solve my issue that's it.

Odds96 (We will provedi an answer in 48 hours timeline) still not replied yet 48 hours also left.

Give some response

Hey!

Please be reminded of the email that was sent on 08/12/22 from our Customer Support Team.

Here is the exact text:

We regret to inform you that your account has been blocked due to security reasons (Terms of Service, 6.1., 6.1.k).

6.1. You accept and acknowledge that we reserve the right to terminate a Client's account immediately and/or restrict Client's access to the Website, and cancel any or all Client's bets and winnings, if we find out that:

k. there are reasons to believe that a Client's account is not used for betting and other game-related activities.

Also, please be reminded about Clause 6.1 of the Terms of Service agreement (which you agreed with during the registration):

6.1. You accept and acknowledge that we reserve the right to terminate a Client's account immediately and/or restrict Client's access to the Website (up to 30 days while undergoing departmental inspection), and cancel any or all Client's bets and winnings.

This is our final decision and we reserve our right not to continue communication on this topic (unless there are any other questions left).

Have a nice day.

Best Regards,

Odds96.com Customer Support Team

Then refund my deposited amount. How can you will be taken depositing then. Approve my refund.

Dear Odds96 Casino Team,

Thank you for your reply. However, I am afraid there are still unanswered questions, and from our point of view, the provided explanation is not enough to confiscate the player's winnings/balance. Therefore, I would like to repeat a few of my previous questions.

"Could you please provide us with an explanation of the player's situation in more detail? 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 (branislav.b@casino.guru)."

As was mentioned, if it is more convenient for you, feel free to contact me via email.

Customer successfully withdraw the remaining balance.

Best Regards,

Odds96.com Customer Support Team

Thank you very much, Odds96.com Team, for the update. This significantly changes the situation.

Dear psaidinesh123,

Can you please confirm your balance has been paid?

Dear psaidinesh123,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Odds96 Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru