DraftKings Casino Ontario - Hráčův účet byl uzavřen a finanční prostředky byly zabaveny.

I deposited $250 to draft king , I accept bonus offer, because was showing low wagering, after I played for about $2000 wagering I saw wagering is not moving forward in their site that time my balance was over $449 I contact customer service and I told them I mistakenly accept bonus and I didn't know your wagering policy is not clear and so far I played over $2000 but but shows I wagered $40 so please cancel bonus and I want to play with my own $250 and I don't want bonus, they told me how to cancel the bonus but when I cancel the bonus I saw my balance show 9 cent , I contact them and asked where is my $250 and they said you money is gone I asked them why? they locked my account.

Dear kamran65,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing with the online casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• Can you confirm the date and time when you deposited the $250 and accepted the bonus offer?
• Did you receive any specific terms and conditions related to the bonus offer, particularly regarding the wagering requirements? If so, could you provide any documentation or screenshots of these terms?
• Can you provide screenshots or documentation of your balance and wagering progress at the time you noticed the discrepancy?
• What exact instructions did the customer service provide for canceling the bonus, and do you have any record of this communication?
• Have you received any further communication from DraftKings regarding the locking of your account and the disappearance of your funds?

Please feel free to forward any relevant communication to petronela.k@casino.guru.

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,

Petronela

The amount I deposited to Draftkings casino was on Feb 2, 2024 $239 by etransfer not $250. My mistake was to type $250, I found the screenshot showing only %1 toward wagering sent to your email.

After I told customer service that I don't understand your wagering requirement and I played and wagered more than $2000 and is showing in your site I did only %1 I am not interested in this bonus.

customer service said where to go and how to cancel the bonus. I did what they said.,

after that they said because you didn't want a bonus we wouldn't give you your original deposit.

The bonus was x10 wagering .

Hi kamran65,

When you contacted Casino Support about the possibility of canceling your bonus before completing the wagering requirements, were you ever informed that doing so would result in your entire balance being erased? If possible, please forward that communication to me.

Thank you.

It was in the chat so I don't have that communication, even if they said I did not understand that my balance will be erase entirely, I got shocked when I saw my balance showed 9 cent, put it this way let say I wagered more than $2000 and it was showing only %1 done meaning what I have to wager roughly $200000 to complete the wagering, unacceptable .

Thank you very much, kamran65, 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 kamran65 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask DraftKings Casino Ontario for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

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 iGaming Ontario Authority (https://igamingontario.ca/en/player/player-support) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter