LopeBet Casino - 플레이어의 계정이 폐쇄되었습니다.

my account has blocked without any reasons and I had almost 4500 rupees in that casino

Dear tonykomban,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

mam I have not played a single a game on it.O just made a depsoit and when I tried to login again they banned me.

Thank you very much for your reply, tonykomban. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear tonykomban,

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.

this is the only reply came from them.

Thank you very much, tonykomban, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, tonykomban,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LopeBet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and funds confiscated? When will the casino process a refund if it is about an unused deposit? Or, is there any justified reason to confiscate his unused deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Greetings,

I was in contact with the casino, and I am currently waiting for their response and clarification outside the thread.

Since the casino does not have a casino representative account set up in our system (they did not know about the complaint before at all and did not have your casino account details), I am resetting the timer for 2 standard weeks and will offer them the option of having a casino representative account in our system.

Once I have any news or updates from the casino, I will inform you directly here, tonykomban.

Thank you for your patience and understanding.

Dear tonykomban,

The casino contacted me back via email, however, they provided me only with a similar explanation as you received from the casino yourself. Insufficient explanation and 1 rule that was allegedly applied to your account/funds.

I contacted the casino back with requests to provide us with a sufficient/detailed explanation regarding the matter and relevant evidence. Otherwise, if the casino fails to cooperate in resolving the issue, we will be probably forced to close the complaint as unresolved (rating/"safety index" decrease).

The casino did not confirm a valid and active contact for setting a casino representative account in our system, so further communication between me and the casino will take place outside the thread. However, I will inform you about any news or updates here.

To keep track of the processing time, I am setting up the timer for the casino again.

Thank you for your patience and understanding.

Dear tonykomban,

I received additional information from the casino, and I have a few more questions for you.

• What personal details did you fill in upon registration or in your casino account profile (name, surname, date of birth, and address) and if it is possible - can you provide a screenshot of your casino account profile with these personal details?
• What type of payment method did you use for your deposit + can you provide me with the information on when exactly you made a deposit and a bank statement showing it in your payment method transaction history?
• Can you forward photos of both sides of your ID and another proof of address (utility bill with your personal details) to my email?
• Is it possible that the payment method you used for the deposit was previously used at this casino before, for example with a different casino account?

Feel free to share everything here, with your next response (no worries, it will be hidden from the public and visible only to the involved parties), or forward the requested answers, details, and photos/documents to my email address (branislav.b@casino.guru).

Dear tonykomban,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested details.

Best regards,

Branislav, Casino.Guru