The player from Russia had created an account in PokerDom, played using both real and bonus money, and made a profit through free spins. However, the casino had since blocked her account. The casino justified the account block by citing a violation of their rules related to bonus abuse. The player had raised a complaint with us, but despite our efforts to mediate and reach out to the casino, we received no response. As the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. Therefore, we marked the complaint as 'unresolved', which could have negatively affected the casino's rating.
Pokerdom Casino - Player’s account was blocked.
Black points: 115
Amount: 30,000 руб
Pokerdom Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
I created an account in pokerdom. I added money with a bonus. I played first for real money. Then for bonus money. I didn’t save anything for bonus money. I didn’t get any profit from the bonus money. Then I played back the free spins, only I got a profit from the free spins. My account was blocked, help find a solution
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10 months ago
Dear Nelyyyy,
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. Have you tried contacting the casino regarding this issue, or have you received any explanation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Translation
Hello!
Welcome to the Pokerdom Support Service.
When checking your gaming activity, our specialists identified a violation of the rules, namely:
14.6. "The Company reserves the right to suspend, terminate or cancel any payments or winnings associated with bonus money in the event of any suspicion of abuse of the bonus offer."
14.16. "Carryovers of game rounds are prohibited. Instances of purposeful accumulation of bonus games using the bonus balance will be considered fraudulent. It is prohibited to abuse the postponement of any game rounds, including free spins, any accumulative bonuses, or bonus games while playing with bonus money. Any postponed games, bonuses (including any accumulative benefits) and free games will lead to account blocking, denial of services and confiscation of funds."
14.17. "It is prohibited to use the bonus balance to bypass the wagering system. These actions will be considered fraudulent."
Based on this, your account is blocked without the possibility of recovery and with confiscation of funds.
Please do not create new accounts as they will also be blocked.
All the best!
Automatic translation:
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10 months ago
Thank you very much, Nelyyyy, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
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10 months ago
Hi Nelyyyy,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Pokerdom Casino to join the conversation and contribute to the resolution of this complaint.
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10 months ago
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.
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9 months ago
Hi Nelyyyy,
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. 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 am sorry we could not be of more help on this occasion.
Best regards,
Peter
