BK8 Casino - プレイヤーのアカウントはブロックされました。

Hello.I have been playing in the site for nearly a month and when I requested withdrawal today they blocked my account.I immediately contacted live chat and they told they my account is blocked for "abnormal activity" whatever that means - they won’t tell me anything more and they don’t want to play.I read that the site is one of the biggest bookmakers and it was in Asia and a close friend of mine recommended it and I definitely did not expect this to happen.Do you think that I can do something to regain access to my account.Can you help me please.I was extremely happy that I won so much and they blocked the account.2300$ is a lot for me

Dear Mario,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Could you please advise when exactly was your account blocked?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina!When I registered in bk8 I claimed the deposit bonus for new clients and after that I made a lot of bets.When it was time for a withdrawal they blocked my account with no explanation.There is not really much communication between me and the casino.On live chat I was told that there is "abnormal activity" on my account - whatever that means and they don’t give me more information.My account was locked 2 days ago - today I tried to login again and seems like they gave me access - but took all my profit!It was a really bad experience to play in bk8!

Thank you for your reply, Mario. Could you please advise whether you managed to provide any documents to verify your identity before the casino blocked your account?

Hello - bk8 did not request any documents from me!

Thank you very much Mario for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Mario,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BK8 Casino to the conversation to participate in the resolution of this complaint.

Hi Mario,

I received a reply from the casino by Skype, however, it is quite vague and unspecific. I'm trying to get more detailed information from them. Is it possible that you opened more than one account in the casino or shared a payment method with someone else?

Thank you for your time to look into this.I don’t have anything more to add - I didn’t open more than one account and the casino did not explain why they confiscated my winnings.The only thing they say is abnormal activity.

Hi Mario,

I didn't receive any proper explanation or evidence of multiple accounts. The casino stopped responding. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint here: http://www.gaming-curacao.com/. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

Hi Mario,

Since we have received information and proof indicating that the complaint is related to sports betting and that two different users activated the same bonuses on the same device, I regret to inform you that your complaint will be rejected. I wish I could help you more.

Best regards,

Peter