HomeComplaintsSesame Casino - Player’s account was closed but then hacked.

Sesame Casino - Player’s account was closed but then hacked.

Black points: 150

Amount: 650 лв

Sesame Casino
Safety Index:Above average
Submitted: 21 Aug 2024 | Unresolved : 13 Sep 2024
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

2 months ago

The player from Bulgaria had requested account closure a year ago due to responsible gambling issues, which the casino had confirmed. However, after he received an email about a bonus, he deposited and incurred a loss of 650 BGN. The Complaints Team had reached out to the casino for a response but did not receive any communication within the extended timeframe. As a result, the complaint was classified as 'unresolved', and the player was advised to consider filing an official complaint with the licensing authority.

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3 months ago

Hello, about a year ago I wrote an email to the site to close my account due to serious issues with responsible betting. I got an email from them that my account has been permanently closed. A week ago I received an email from them that I have a 100 percent bonus deposit, I go to the site and it turns out that my account has been hacked, I deposited because of the bonus and my problems with responsible betting began, I lost 650 BGN. I am attaching the email in which it can be seen that they closed the account a year ago.

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3 months ago

Dear radi19999992,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sesame Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

  • Could you please share the email you are referring to in your first post? It wasn't included initially. Please send the file to my email at tomas@casino.guru
  • Is your account currently open?
  • Have you contacted the casino regarding the issue with what result?
  • Have you registered in the register of excluded persons found here?

https://nra.bg/wps/portal/nra/gambling/responsible.gambling

https://nra.bg/wps/portal/nra/documents/gambling/ecdd79f9-e789-4a4b-b9c3-6a3c3d7fa02b

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,

Tomas


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3 months ago

Hi, i will sent you emails, my account is curently opened, i have contacted the casino, i will send email with them, i am notvin register, because if the banks see you in register, they will dont aprovedbif you need any personal credit

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3 months ago

Thanks for your email.

Please send me any more recent communication with the casino following your account reopening relevant to the issue.

I'll await your reply.

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3 months ago

ok, i will send the other mails. 🙂

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3 months ago

Thank you very much, radi19999992, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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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3 months ago

Dear radi19999992,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

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2 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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2 months ago

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.



Dear radi19999992,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino at infocenter@nra.bg. Please note that this complaint will have an impact on their safety index on our website.

Best regards, Jozef



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