Casino Sky - Аккаунт игрока был заблокирован после запроса бонуса за лояльность.

my account blokked when i ask for a loyalty bonus becaus of never able to withdraw annything what i play

Dear C078,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Casino Sky. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification?

Could you please specify why was your account blocked? Could you please forward me the communication between you and the casino regarding the blocking of your account to veronika.l@casino.guru? Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear C078,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of lousleep. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following email from the player:

No kyc because of never accepting my paper works

Dear lousleep, please understand that KYC is a very important and essential process during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Dear C078,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don t think casino guru helpd people to solve things i gonna find out where the owner of that sarah company is and i will go to their hous if i need to no worries im not alone there more people like me

I got sick of that scammers

I kindly ask you to cooperate with us and provide us with the necessary information, so that we can continue with the investigation. Therefore, please answer the questions I asked you in my previous reply:

Could you please advise which documents you have already provided for the verification and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Dear C078,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent my ID, my driver's license, rent bill, energy bill, my bank statements, the bank statement of the payment, my telephone bill

ik heb mijn id gestuurd mijn rijbewijs huur factuur factuur voor energie mijn bank afschriften de bank afschrift van de betaling mijn telefoon rekening

Thank you very much, C078, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you C078 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Sky for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

What they can do is return my losses from the casinos from that brand had the same issue with playboom24 and paradiseplay

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 don t think they will reply at all

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter