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

I won 1,000(445000naira) with 800usd 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 Ekohpius,

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

My winning were accumulated without bonus, my account was register 3 weeks ago which was fully verified with an id and proof Of address I was using live casino

Thank you very much, Ekohpius, 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 Ekohpius,

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 Ekohpius,

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

In the meantime, can you please clarify which games you have been playing?

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

Dear Ekohpius,

Please respond and clarify which types of games you have played with your SportsPesa account.

Kind regards,

Adam

Dear Ekohpius,

Please respond and address my previous questions. I will extend the timer for 7 days, but please be aware that if we do not hear from you within the specified timeframe this complaint will be rejected.

Kind regards,

Adam

I played casino games like roulette

Dear Ekohpius,

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.

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 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(https://www.gov.im/categories/business-and-industries/gambling-and-e-gaming/player-protection/#complaints) and submit a complaint to them. The Commission 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