PlaySQR Casino - Player's account was locked after requesting withdrawal.

I have registered and deposit on playsqr casino . I win and after verification (complete kyc) I raised a withdrawal. But they don't give it and locked my account.Kindly help me to recover my money .

Dear Sribastav149,

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? Which games you’ve been playing (live casino games, slots, or sports betting)? 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 have registered on 17th June 2023 .

I played live casino games like roulette, dream catcher, monopoly etc and slot game like book of dead . There's only sports bonus but this bonus amount is not included with the Winning the bonus is available on other section of bonus money not with the real money.

Is there any relevant communication or supporting evidence that you'd like to share before we'll contact the casino directly?

They just providing excuses that i have played opposite Betting but i am not. I haven't played any opposite Betting game . I just played normally

Have you saved, by any chance, your game history before your account was blocked, please? If yes, forward it to petronela.k@casino.guru at your earliest convenience.

No i wasn't saved the gameplay history. But i played games from evolution gaming like lightning roulette, dream catcher, monopoly, crazy time and slot games like book of dead

Thank you very much, Sribastav149, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Sribastav149,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, we have to ask some questions to better understand the situation. Have you played in the casino with some of your relatives or friends? Are you aware that you have engaged in opposite betting?

I will contact the casino to shed more light on this matter.

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

Dear PlaySQR Casino,

Please forward me the evidence of the supposed opposite betting or other fraudulent activity of the player to michal.k@casino.guru

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 Sribastav149,

I managed to get in touch with the casino representative, but sadly we have not received any reasonable evidence to support their claim that you engaged in opposite betting and to block your account.

I'm afraid there is not much that can be achieved without cooperation from the casino's 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 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.

If you feel you want to take this complaint further you can contact the Curacao Gaming Authority here (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru 

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