PlaySQR Casino - Hráčův účet byl zablokován.

I made a withdrawal of 6200INR.

They blocked my account saying I had done opposite betting.

In total I had deposited 3800INR.

Now after winning by my luck they blocked my account.

Please help me in getting the money back.

Dear Harsheet99,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it 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

Hi,

I registered my account a month ago.

I had successfully completed the verification and they said that I can withdraw the funds.

After this statement only I placed a withdrawal.

I didn't claimed any bonuses.

I played live casino games, sport bets and I won some money.

Thank you very much, Harsheet99, 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.  

Hello, Harsheet99,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite PlaySQR Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear PlaySQR Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

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 Harsheet99,

I was in contact with the casino representative recently, but I do not have good news.

We have been provided with the information that they cannot share any players-related information, nor players' activity details or internal processes details with 3rd party, so we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. Unfortunately, we are not able to force the casino to cooperate in resolving the complaints, and they likely do not want or cannot provide us with the necessary data due to its strict internal policy and GDPR. There is not much that can be achieved without cooperation from the casino's side.

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.

If you feel you want to take this complaint further you can contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. It is rather a passive licensing authority but it may have more options and tools to help players.

In case of any questions or receive the results of the regulator's investigation, do not hesitate to contact me at branislav.b@casino.guru.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru