Dear trakas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your funds from Blackjack City Casino.

To help us better understand the situation and investigate this matter, could you please provide us with more details? Here are some questions that may assist us:

• Do I understand correctly that you made only one deposit in this specific casino?
• Did you experience any issues with your Paysafe account that could have led to the casino's decision?
• Are there any other payment methods that might have caused this issue?

Additionally, if you experience issues in another casino, please submit a separate complaint as we are unable to contact two different casinos via one complaint thread.

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,

Kristina

Hi sorry for the delay in replying.I only made 1 deposit at Blackjack city casino for ￡25 with my Paysafe account I had no issues with depositing.I mentioned Karamba casino because the both casinos are Owned or run by White Hat Gaming limited and I made over 11 deposits with Karamba casino with my Paysafe account without issue which is strange considering they are sister sites .The problem is Blackjack City Casino who terminated my account after hours of playing with over ￡800 in winnings that's when I noticed my Karamba account was terminated it's strange that Karamba took all them deposits before but as soon as I had winnings Blackjack city casino terminate my account then Karamba did

that's not a coincidence. My complaint is with Blackjack city casino not Karamba I just mentioned them because if Blackjack city casino are saying I deposited with someone else's payment method after 1 deposit why did Karamba let me deposit 11 times previously.I have enclosed copies of my Paysafe transactions

Regards

Tracie

Thank you very much for your reply, trakas. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina I have emailed you with all the correspondence from Blackjack city casino

Regards

Tracie

Thank you very much, trakas, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.

Hello, trakas! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hi Pavel I have sent all the correspondence I received from Blackjack city To Kristina .I have only received 1 email from them saying I breached there T/C by using a payment method not belonging to me that's when they closed my account I did email asking them why on they day they closed my account but I have never heard back from them just a automated reply saying they received my email and will reply but they haven't.I hope this may help in some ways

Regards

Tracie

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.

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 eCogra – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski