Akkha Casino - プレイヤーのアカウントがブロックされました。

I have been playing on this casino for over a month and quite a few times, I have won and I have lost huge amounts too. On the 25th, I had made a withdrawal request of Rs5.5 lakhs and I was advised that it will be processed. a few hours later they came back and told me that I had indulged in unfair game play and when I asked them what exactly was that, they told me that I had bet more than 15 numbers in roulette and their games do not allow that. I told them that I always play a certain way and no casino has such rules, I asked them for the game play report and they could not provide it and instead blocked my log in to the casino. I asked them that in such a case the screen should freeze after 15 numbers like it does when there is no balance and Cited examples where I lost by playing more number to which it was told to me that this rule applies only when we win and that is the only time they check it. I tried to reason with them for a few days and the account manager agreed that it was wrong and will work with the management to get it paid but now he has not been responding as well. This is unfair game play and they cannot confiscate money why putting some hidden rules in their website which can be changed anytime. Hoping for a resolution so that such a issue does not occur with any other player.

Hello Hitesh0929,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Akkha Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the last time you deposited or processed a withdrawal? Did you have an active bonus when you played the roulette? When exactly did the casino block your account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Hitesh0929,

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.

Hello,

I have been trying to reply but I have been unable to log in. I processed a deposit and withdrawal on the same day the 25th. I had been playing for an 40 odd mins so I am not sure if there was any bonus left from the original

money I had. The account was blocked the same day or the day after , it was once I lost the remaining 90k from my balance after this withdrawal request. I have been contacting my account manager daily, who either does not reply or tells me it will get resolved in a day or two. Nothing reliable and none of the timelines provided are honoured.

Hello Hitesh0929 and thank you for the information provided. As we will need more details from the casino, your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Hitesh0929,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Akkha Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Akkha Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 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,

Stefan