Pelican Casino - Player’s account has been blocked.

Hello, my account was unfairly blocked. The casino did not explain the reasons for the blocking and ignores me. I played on August 26, did everything according to the rules of the casino. After I requested a conclusion, the casino requested a questionnaire. I completed the questionnaire.

On September 1, I received some of the funds. The first time I got a casino was $230. The second time I got $280. After that, my account was blocked without explanation. My questions are not answered by the casino.

In total, I received $510. Now the casino owes me $1,132.

Please find out the reasons for the lockdown and help me recover the funds.

Dear Katerina,

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. Do I understand it correctly that you’ve accumulated your winnings without activating any bonus? Have you completed the account verification successfully in the past?

Furthermore, 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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Katerina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I used the bonus listed on the site http://pelicancasino.com/promotions.php. I used Velcom's bonus. My bonus is listed in the second row of the table "great bonus."

I filled out my personal information on the site page to get Verified account. After completing my personal data, my account became unavailable for withdrawal.

Thank you very much, Katerina, for forwarding relevant screenshots. Could you please advise if the remaining funds $1,132 are still visible/available in your account or the amount has been voided? 

The account is locked, I don't know about the money in my account. I can't see it.

Thank you very much, Katerina, for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

Hello Katerina,

Have you received any news from the casino about your verification? Do you have any kind of communication – live chat or e-mail – which you could send us for further investigation? If yes please send it to yuliia.k@guruadmins.com. Thank you in advance.

My account remains locked. I didn't get any letters from the casino.

I'm sending you correspondence from the casino to the yuliia.k@guruadmins.com mail.

We will now try to contact the casino regarding this issue. If they fail to reply, we will publish the complaint which will have also impact on the rating. We would like to ask the Pelican Casino to reply to this complaint. We are extending the timer by 7 days. Thank you in advance.

Hello.

Let me describe this situation:

The user created a duplicate account, made a deposit and received a bonus. Previously, this was done on the first account.

After making a withdrawal request, the account was verified by the security service. During the inspection, violations of the rules and conditions of clause 10.1 were revealed .:

Every player can have only one account. Only one Account for each household, IP, PC is allowed. To access your account you need to type login and password, protected by our security system. Moreover, the user is not allowed to pass the access to the account to third parties. We apply protected connection when you access the game and encode your login and password. You cannot access the game without being logged in.

The user was notified by email.

We have not made any withdrawals. The user account is closed and deposits are refunded.

It is not true. I didn't create duplicate accounts. Nobody used my computer. I demand the casino provide proof if they believe I'm guilty. If they can't prove it, they shouldn't blame me. Such an accusation is serious, it spoils my reputation. I'm very indignant.

Dear Pelican Casino,

I would like to ask for supporting evidence proving that this player has multiple accounts. Please forward all relevant evidence for this case to my email address: yuliia.k@guruadmins.com

We would like to ask the Pelican 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 affect its rating.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli