SportPesa Casino INT - Player’s account has been blocked.

I won 4000usd(1750000 naira) with 445usd(200000 naira). They have block my account and prevented my from accessing my funds . Please help me in recovering my funds. When i contacted them they told me that the mobile number have been using for years does not belong to me.i did not make deposit or withdrawal with my mobile number just registration on their website. I have verified all payment method and identity document with them but came up with mobile number as an excuse to withhold my funds

Dear Osesx,

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 and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? 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

It is less than a week registered. I have not even made my first withdrawal . I have verified my identity and my payment method which is in my name .. they told me that my mobile number which i did not use for either deposit nor withdrawal is not bearing my name..that they have checked with the service provider of my phone number. Phone number has nothing to do with account in my name and payment method in my name .in some website contact phone number can be updated. I declined their bonus

It is less than a week registered. I have not even made my first withdrawal . I have verified my identity and my payment method which is in my name .. they told me that my mobile number which i did not use for either deposit nor withdrawal is not bearing my name..that they have checked with the service provider of my phone number. Phone number has nothing to do with account in my name and payment method in my name .in some website contact phone number can be updated. I declined their bonus

Thank you, Osesx, for your reply and email. Do I understand correctly that the phone number that you used to register an account belongs to someone else? Have you submitted your personal details when registering the account?

(screenshot from the player)

I have been using the phone number for years now.. i summitted my personal information and verified both my identity and my payment method in my name. I did not use my phone number in making deposit and withdrawal. i only use my phone number and email as my contact purpose

They can not block my account with 4000usd because of my mobile number.one can lost phone number and request for an update on phone number . If you feel the phone number has a slightly different name ,with my sim card service provider, i can resolve the issue with my service provider,. It has nothing to do with my account and payment method

Are you able to prove that the phone number (phone bill) is registered under your name, please?

I do not know much about name when i got the number . Only carried out sim card registration. I want to state that i have verified my identity and my payment methods in my name. If the name on the phone number or email address is slightly different, i can update my phone number or resolve it with my service provide. I did not make deposit or withdrawal with my phone number , just a means to reach me

Thank you very much, Osesx, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 Osesx,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Sportpesa Casino INT to join the conversation and participate in the resolution of this complaint.

Dear Sportpesa Casino INT Casino,

Can you please provide further information regarding the reason for blocking the player's account?

Kind regards,

Adam

Dear Osesx,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Sportpesa Casino INT to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

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.

There has been no response from them till now . I meant some persons on instagram who had their account blocked and winnings confiscated without any response from them .

Dear Osesx,

I appreciate it is frustrating that there has still been no response from the casino.

You were asked previously to clarify which type of games you have played at the casino, can you please provide these details?

Kind regards,

Adam

It was sport betting and casino

Thank you for clarifying, Osesx.

As there has been no response from the casino, despite multiple attempts to contact them, this complaint will be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Isle Of Man Gambling Supervision Commission (gaming@gov.im) and submit a complaint to them. The GSC has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam