HomeComplaintsRapid Casino - Player’s account has been blocked.

Rapid Casino - Player’s account has been blocked.

Amount: €3,997

Rapid Casino
Safety Index:Very high
Submitted: 01 Apr 2023 | Case closed : 03 May 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Finland had his account blocked without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

I have been playing in this casino group pressenter group (ultracasino, justpin, 21.com, neonvegas, RapidCasino.com, NitroCasino.com, CasinoFest.com, XLBet.com) but recently they just suddenly froze all my accounts so I can't log in or withdraw my money (at least 24,000 e, probably more, I'm still missing some information because they haven't provided it to me even though I asked for it.)




On 03/14/2023 they sent me an email stating that I had broken some rules, which I don't think I had. I just played like I've been playing for a while. they refuse to communicate with me, I have asked for a case number to file a complaint with eCOGRA, but they have. basically they are just stonewalling and refusing to give me answers as to why they froze my account and haven't commented on my request for a refund.




it is a huge amount of money that i feel they are just trying to steal from me. I noticed that there have been other similar complaints filed against them and basically the same thing happened to me.


I had been playing at these casinos for about 9 months, they never asked me for further confirmation, they got their information from signing up with trustly. I had been playing mostly casino games and only a few occasional sports bets. the winnings accrued mainly from the casino's bonus offers.

Automatic translation:
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1 year ago

Dear samiahma,

Thank you for sharing your complaint. I'm sorry to hear about the trouble you've experienced and would like to gather more information to better understand the situation. Can you confirm if you have completed the account verification process successfully? Also, please provide the specific games you were playing and clarify if your recent winnings were accumulated with or without an active bonus.

If there are any relevant communication records, please forward them to petronela.k@casino.guru.

We have received several similar complaints from players in Finland regarding casinos under the PressEnter Group. If you know of any other players who have experienced similar issues, please let us know.

We hope to assist you in resolving this issue as quickly as possible. Thank you for your prompt reply.

Best regards,

Petronela

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1 year ago
Translation

I have played casino games, the winnings have mostly come from playing the bonus.

Accounts have been verified.

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1 year ago

Thank you, samiahma, for the clarification. Could you please forward confirmation of successful verification to petronela.k@casino.guru? Also, please clarify what games you played (live casino games, slots, or sports betting). Have you received any winnings from this casino in the past?

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1 year ago
Translation

I can't get into the game accounts, so I don't get any confirmation that the accounts were verified. if they asked me for any documents, I sent them. I played slots mostly. maybe sometimes a few bets on sports. I have won before.

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1 year ago

Thank you, samiahma. I wanted to touch base with you about some recent complaints we've received from Finish players over the last couple of weeks. We're taking the issue seriously and discussing it internally, and we'll definitely keep you in the loop as we come to a resolution. In the meantime, I was wondering if you could let me know if you've had any successful payouts from this casino in the past? Your feedback would be really helpful to us as we work to address these concerns. Thanks so much for your patience and cooperation.

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1 year ago
Translation

I have received successful payments.

Automatic translation:
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1 year ago

Thank you, samiahma, for the clarification. As I mentioned previously we will discuss the issue internally and get back to you in the upcoming week. Thank you for your patience.

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1 year ago

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

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1 year ago

Dear samiahma,

Have you succeeded in contacting the official ADR of the casino? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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1 year ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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