Hello,

I passed KYC. I played, made deposits, made withdrawals. Everything was fine. One day I got a message that my account was closed and all funds were taken because THEY thought I had broken their rules. After that I had no contact with them. They didn't answer me on the chat. Can you be my mediator?

Witam,

przeszed?em KYC. Gralem dokonywa?em depozyty robi?em wyp?aty. Wszystko by?o dobrze. Pewnego dnia dosta?em informacj?, ?e moje konto zostaje zamkni?te i wszystkie ?rodki zabrane, poniewa? ONI uwa?aj? ?e z?ama?em ich regulamin. Potem ju? nie mam z nimi kontaktu. Nie odpowiadaj? mi na chacie. Czy mo?esz by? moim mediatorem?

Dear Lodzia93,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any reason for the account block?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hello,

Yes, I did KYC but from what I understand it was the basic version. I only sent the ID. They didn't want more.

I did not use the bonus.

I did not receive any response in the chat.

I'm sorry, but I have no communication with the chat.

Regards

Michael

Witam,

Tak, zrobi?em KYC ale z tego co si? orientuje by?a to podstawowa wersja. Tylko sam dowód wys?a?em. Wi?cej nie chcieli.

Nie korzysta?em z bonusu.

Nie uzyska?em ?adnej odpowiedzi na chacie.

Przykro mi, ale nie mam komunikacji z chatem. 

Pozdrawiam

Micha?

Dear Lodzia93, have you received any email from the casino explaining why your account was closed or why your funds were seized?

Did you play casino games or did you bet on sports?

Did you use a payment method registered in your name, and did you play only with your own money?

Hi,

I did not receive any message or email. I have no contact with the casino.

I played casino and sports betting.

Of course I played with my own money. Yes the account is in my name because I gave them my ID.

Do you have contact with this casino?

Cze??,

nie dosta?em ?adnej wiadmo?ci ?adnego emiala. Nie mam kontaktu z kasynem.

Gra?em kasyno i zak?ady sportowe.

Oczywi?cie gra?em za swoje pieni?dze. Tak konto jest na moje nazwisko, poniewa? poda?em im swój dowód osobisty.

Czy Ty masz kontakt z tym kasynem ?

Dear Lodzia93, did you use a VPN?

To move forward with your complaint, I kindly ask you to check once more and provide any communication you may have received from the casino. Please also check your spam or junk folder, just in case the message was filtered. Even if it's just one message or a short response, it could help us better understand the situation and support your case more effectively.

I have not used it.

I have no contact with them.

Can you help contact them??

They stole my deposit and winnings. That's over $3,000

Nie uzywa?em.

Nie mam z nimi ?adnego kontaktu.

Czy mo?esz pomóc w kontakcie z nimi??

Ukradli mi depozyt oraz wygrane. To jest ponad 3 000 $

Thank you very much, Lodzia93, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([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 Lodzia93,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Letou Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V