Cricbaba Casino - Hráčův účet byl zablokován.

I made an account on cricbaba and made deposit of 1200 and 700, played with real money only, didn't took any bonus, and won money in evolution live casino blackjack, when i requested withdrawal, first i was asked for kyc, i have submitted all the details and documents that was asked by cricbaba, but then today surprisingly i received an email today stating they have closed my account and they have also deducted my winnings due to violation of terms and conditions, then i contacted their chat support to ask what exactly i have done wrong, however they are not providing me the exact reason of closing the account, simply they are saying i have violated their terms and condition and in the interest of fair gaming they have closed my account and deducted my winnings, i request casinoguru team to kindly step in and please help me, as i have done nothing wrong here, i have also attached the email which i received from cricbaba casino,

Dear Sonu61681,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. 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 KYC verification?

Have you made any successful withdrawals from this casino in the past?

Have you played any other games besides blackjack?

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

Thanks veronika for your quick reply, regarding the verification, my kyc verification is already completed successfully and casino has also sent me confirmation regarding the same, i am attaching the screenshot of email for the same here, regarding the gameplay beside blackjack i have also played other live casino games like xxtreme roulette and bacarrat, however almost all the winnings i accumulated was from blackjack only and in rest of live games i have lost some money, regarding the withdrawal, i have initiated the withdrawal first time only

Thank you very much, Sonu61681, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Sorry to interrupt, but is their any updates regarding my case? waiting for the reply

Hello, Sonu61681,

I am sorry to hear about your unpleasant experience, and I 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 Cricbaba Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Cricbaba Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been blocked/closed, and why have the disputed winnings been confiscated?

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

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Sonu61681,

Just letting you know that I was in contact with the casino, and this is the information I was provided with:

• Your previous winnings were confiscated due to a breach of the casino's Terms and Conditions - a forbidden way of play
• You were informed about it via email
• You received information that you were allowed to withdraw your initial deposit (1,901 INR)
• You continued playing and managed to win again despite being allowed to only withdraw your deposit(s)
• Therefore, the casino confiscated your winnings again

I requested a few more details and evidence from the casino, and I am currently waiting for their reply and the additional data. However, in the meantime, we also created a representative account for the casino in our system (they did not have it before), so it should be able to reply directly in this thread now.

Once I have any news or updates regarding the matter and the requested data, I will inform you.

Thank you for your patience and understanding.

Thankyou so much for your reply, i will be waiting for further updates, however i would like to add reply regarding casino acquisition that i came to know here, regarding my gameplay, first point I want to add is i have played with real money only, i haven't took any bonus, secondly i have played live casino only in evolution gaming provider and almost all the winnings are obtained from blackjack only, i am also attaching the screenshots of my gameplay history here so you can also check, if there is anything else required from my side do let me know

Dear Sonu61681,

Just letting you know that there is still ongoing communication between me and the casino outside of the thread, and I received additional details. However, the provided data is not enough to review the matter sufficiently on our side or to make a final decision. Therefore, I asked the casino for more data/evidence, and I reset the timer for the casino to keep track of the processing time. For some unspecified reason, although I set up a representative account for the casino in our system, they still do not reply in the thread.

I will let you know once I have any updates.

Thank you for your patience and understanding.

Dear Branislav,

I hope this message finds you well. We appreciate your diligence in addressing the concerns raised by the player, and we would like to provide a comprehensive response to the official complaint regarding the account status of Sonu61681.

After a thorough review of Sonu61681 account activity, we would like to clarify that the player's account was not blocked by our casino. Instead, the player had breached our terms and conditions governing the use of our platform. On multiple occasions, our team communicated with him to inform him of these breaches.

In addition to informing Sonu61681 of the violations, we also recommended that he withdraw his initial deposit to ensure compliance with our terms and conditions. Despite our efforts to guide him in adhering to our rules, the player chose to disregard our recommendations and continued to engage in gameplay.

We understand that the situation may be frustrating for Sonu61681, but our primary concern is to maintain a fair and compliant gaming environment for all of our players. We have a responsibility to enforce our terms and conditions consistently to ensure the integrity of our casino operations.

If you require additional information regarding this matter, please do not hesitate to reach out. We are committed to addressing any concerns or questions you may have and providing all the necessary assistance.

Thank you for your understanding and cooperation in this matter. We look forward to resolving any outstanding issues promptly and amicably.

Sincerely,

Cricbaba team

You have confisticated my winnings by stating i violated terms and conditions but didn't explained what exactly i dont wrong, i have repeatedly asked you to tell what thing i have done wrong, but everytime you send me copy paste reply that i breached terms and conditions and you confisticated my winnings, why should i take my deposit back while i have won using my real money, i want my whole money,which i have rightfully won, not only deposit, if you can't provide me the details i request you to share all relevant details and proof with casinoguru team exactly why you confisticated my winnings? While i didn't took any bonus, played with real money only in live casino and my kyc is also already completed, it is literally a scam, which you did to me if player win and complete all documents formalities for kyc too, you deduct their winning in the name of terms and conditions if they loose then then its ok,i kindly ask branislav to please let me know if they have provided any specific evidence why they confisticated my winnings,and if they don't provide, kindly take appropriate action so that other players may not become their victim

Dear Cricbaba Casino team,

Can you please look at my last email regarding the matter and provide me with requested?

Dear  @Sonu61681,

I hope this message finds you well.

We are pleased to inform you that your adjusted balance has been returned to your casino account. You are now able to withdraw the balance at your earliest convenience. We understand the importance of timely access to your funds, and we're committed to ensuring a smooth withdrawal process for you.

Should you encounter any issues during the withdrawal process or have any questions, please do not hesitate to contact our customer support team.

We kindly request that you refrain from engaging in any further gameplay. This will help ensure a seamless experience and avoid any potential complications.

Thank you for your patience and understanding throughout this process.

Sincerely,

Cricbaba team

I have now requested withdrawal, request you to kindly process it, Thanks

Thank you both for your replies and updates, and special thanks to the casino for its last email.

Dear Sonu61681,

Can you please confirm that the restored balance that was requested for a withdrawal is 8,314.57 INR? If not, what is the exact amount you requested for a withdrawal?

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

However, please note that it may take a few business days until the withdrawal request is completely processed and the payment is credited to your payment method.

Please let us know as soon as you receive the payment.

First of all branislav i would like to thank you and casinoguru team which have put great efforts in resolving the issue, without your efforts I would not have got my winnings back, so once again thank you, regarding the withdrawal initially cricbaba have added 8134 in my casino account, so i requested withdrawal of 8134 only, later on they had added remaining amount of 180.57 however my withdrawal amount is 8134 only and now i am waiting it to get processed, ,i request you to keep this complaint open till withdrawal is received, and once i will receive the withdrawal, i will give the update immediately , thanks

Alright, Sonu61681. Thank you for confirmation.

The disputed amount was updated to 8,314.57. Sure, no problem, I will keep the complaint open, as was mentioned in my previous post, pending your confirmation of a successful withdrawal or an update.

Dear Cricbaba Casino team,

What is the estimated time frame to process the player's pending withdrawal? When can he expect the payment?

Can you please confirm the player's account was credited with the confiscated funds, but divided into 2 amounts? If so, what is the minimum that the player can request for a withdrawal, and in case it is not possible to withdraw the remaining 180.57 BRL from his account, what should he be supposed to do with them?

Dear Branislav,

Following direct communication with @Sonu61681, the player was able to cancel a pending withdrawal, change the amount and withdrawal method. We have taken the necessary steps to process the withdrawal from our side, and I am pleased to inform you that the funds should already be available in Sonu61681's account.

Best regards,

Cricbaba team

I have received withdrawal of 8314, thanks to casinoguru team for helping me and obtaining my winnings amount, also i want to ask from cricbaba team will my casino account be closed now? Or what will happen to it,

What great news!

Thank you, Sonu61681, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for your disputed casino account, there are several facts that indicate your account will be closed permanently:

• You were informed about it multiple times via email
• Your disputed account was restored only for the purpose of withdrawing your disputed funds
• The casino basically "forced" you to withdraw your remaining balance so it could close your account, otherwise, it would not have asked you to do it

Since the casino has a right to close any account at any time, without giving a reason, and in this case, the casino fulfilled all obligations toward you by paying your balance out, we accept its decision. It is in the casino's sole discretion to decide what will happen with your disputed casino account. On our side, there is really nothing else we can do to further help you, and therefore, we consider the complaint successfully resolved.

In case you would like to need more information regarding the closed account, I recommend you contact the casino's customer support and direct such questions directly to the casino representatives.

Thank you too, Cricbaba Casino team, for your help and cooperation in resolving the matter.

Best regards,

Branislav, Casino.guru