CasinoStriker - 出金に関する異議申し立ての後、プレイヤーのアカウントがブロックされました。

Hi

I played at this casino lost on my first few deposits.

On my 3rd deposit i claim bonus and started to play, i directly had problem because the bonus wager did not move at all. I contact support and get told that my real money wager first before bonus starts so i just have to fill the wager meter for my deposit. This took alot of time i made over 20 000 spins before my real cash wallet wager said 100% so only this was very sketchy and in the time i wagered my deposit my bonus expired but that shoudl make any difference since i could not wager the bonus without losing my real cash first. Then i contact support (actually she, there is always the same name in the support when talking to them) they tell me that i need to verify, actualll y ive been told so many different reasons by this 1 staff member it was always something different, but i kept trying but always something new. At the end they claimed i could not withdraw because my bonus had expired, the bonus i could wager. and very time i talk to this 1 support staff they always sent me an email address that i was supposed to contact but out of like 5-10 emails to that address and never any answers i finally gave up and made a review here on guru about my experience in this casino.

And i finally got 1 reply from email support, they just very shortly said you have to deposit more to be able to withdraw claiming its because my bonus expired etc.

After this they found out about my review here at casino.guru and they block my account and stoped answering emails again.

its crazy how they 7,7 rating here at casino.guru because of all their shady way of treating players from what i have seen.

I always tried to save all the chat transcripts just to have that as proof how they are conducting themself and luing and making up bongus reasons every time, but i never received the chat transcripts and i understand now because they know they been dealing with this in a very shady way.

Dear vingrom2023,

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 send the exact link to the bonus that you activated and played?
• Have you saved any relevant communication between you and the casino?
• Have you succeeded in verifying your account?

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

Ok here is the link: https://www.casinostriker.com/no/promotions

was on the second deposit i won.

I have the emails that i sent and the never answered to until the end when they answered 1 time.

And i have 1 chat transcript.

You should ask them for more chat logs and you will see how they act, but they will not show you that for sure.

I uploaded ID and address document like 2 months ago and said pending up until i got blocked, and i contacted them countless times about trying to verify myself.

Could you please forward any relevant communication before we contact the casino directly? Thank you.

Ok where do i send this communication?

Please forward any relevant communication to petronela.k@casino.guru. Thank you very much.

Ok i have forwarded the emails and chat transcript now

Thank you very much, vingrom2023, for forwarding the relevant communication. If your account is still accessible, could you please send me a screenshot of your bonus history? I have checked the general bonus terms and conditions (here) and each bonus is valid for 7 days. Have you completed the bonus wagering within this time?

Validity of the bonus depends on the type of the bonus itself. Please, note a player is given 24 hours for free spins bonus activation to complete wagering requirements of the particular bonus from the moment it was received unless otherwise indicated; 7 days validity applies to cash bonus from the moment it was received unless otherwise indicated.

My account is blocked, they blocked me when i made a comment about their casino here on casino.guru.

Well like i said previously the wager of the bonus didnt move when i played, only the wager of my deposit moved, so it was impossible for me to wager the bonus without losing my real money first. so yeah my bonus did expire since i could not wager towards it. but even after the bonus expired i still had the cash left in my account, minus the bonus amount that disapeared when the bonus expired.

But even after the bonus expired i still had to wager my deposit 100% and that wager was really really slow and took me about 15-20 000 spins to get the real money wager required to 100%.

If you talk to them then ask for the chat history they have had with me and you will see how they really really dont want to help me or tell me how to do anything, always having different excuses and made up reasons.

Thank you very much, vingrom2023, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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 in the near future.  

Hello vingrom2023,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoStriker to join the conversation and participate in the resolution of this complaint.

Dear CasinoStriker,

Can you please provide some insight into what has happened with the player's withdrawal request and the reason for blocking their account?

Kind regards,

Adam

Dear Casino Guru,

We are writing in response to a complaint filed by a customer against Casinostriker.com, which is currently under your mediation. We appreciate the opportunity to clarify the situation and present our findings.

Issue Summary:

The customer alleges that they won a significant amount, but their account was blocked, and winnings were forfeited. We take such claims seriously and have conducted a detailed investigation.

Investigation Findings:

Account and IP Addresses: Our system detected that the customer created an account and used different IP addresses, some of which were outside their residential area. This behavior is a direct violation of our terms of service concerning account registration and bonus usage.

Irregular Gaming Patterns: The customer's gaming activities were flagged due to playing from various IP addresses within their country. Such irregularities are often indicative of attempts to manipulate games or exploit our systems.

Bonus Wagering Requirements: The winnings in question were generated using bonus funds. Our terms clearly state that such winnings are subject to specific wagering requirements within a designated timeframe. These conditions were not fulfilled by the customer.

Previous Complaints: We have noted that the customer has a history of similar complaints filed against other casinos, which raises concerns about their gaming practices.

Customer Interactions: In our direct communications with the customer, they threatened to escalate the issue to Casino Guru unless we complied with their demands. However, as a responsible gaming entity, we must adhere to our established terms and conditions, especially in cases where there is a clear breach of our gaming policies.

Conclusion:

Based on these findings, we had to take the necessary action of blocking the customer's account and forfeiting their winnings. This decision is in line with our commitment to maintaining a fair and secure gaming environment for all our customers. We stand firm in our resolution, as it reflects our adherence to industry standards and regulatory requirements.

We hope this information provides clarity on the situation and aids in your mediation process.

Sincerely,

Matilde

Customer Support Level 1

Casinostriker.com Customer Support Team

About your claims about different ip addresses and so on thats just pure made up.

Casino.guru ask then for chat logs with me and the casino and ask for my gaming history, and that my funds was real cash when they blocked my account. Yes i used casino.guru a a reference what i had to do since casinostrikers support either just made up different reasons every time on why i could not get help, also their email support only answered me once after i brought up your website casino.guru. And me telling them i have made a comment on casino.guru is that grounds enough to directly ban me with money in my account?

This is the most dishonest casino i have ever met and i stand firm on what i have said and if they can provide proof to all their claims then good luck because thats impossible.

Putting a huge wagering requirement on my real money funds must be very unethical right casino.guru?

Never answering to email support even though live chat sent me there is not okey right casino.guru?

Tell me i can withdraw if i upload and verify and then after verify still cant withdraw, is that ok guru?

We can go on and just get your hans on those chat logs you will see how they conduct themselfs

As you can see casino.guru another case simular to mine is currently up.

He also tells how they always send him to email support and the email support never answers.

Also about the same system with their bonus, the real money dont wager against the bonus and real money is used before bonus, so if you win with real money you cant wager the bonus without losing your real money first, or beat their real money wager that is just as big as the bonus wager and only like 0,1$ per spin wager maximum against the real money wager, so in this time their bonus expires bbecause you cant wager it without losing your real money..

So how is anyone gonna cash out real cash wins or wager the bonus if real money dont wager towards the bonus and im not allowed to make a withdraw of my real funds because my bonus expired.. the bonus i could not wager.. just a really really scamy way of treating you players at this casino!

Hello all, thank you for your responses.

Dear CasinoStriker,

Please provide supporting evidence of the aforementioned use of different IP addresses, and the player's game history showing that the wagering of the bonus was incomplete. Can you please also clarify what the balance of the account was at the point of closure, and if this was bonus funds or a real money balance?

all relevant information can be sent to my email, adam.m@casino.guru.

Kind regards,

Adam

Hello vingrom2023,

I have received further evidence from the casino,

The casino states that as the real money was used first, the balance that was left when the bonus expired was a bonus balance. Do you remember the amount of this balance (after the bonus expired), and how it was displayed to you in your account - was it shown as a bonus balance or a real money balance?

Additionally, can you please explain the reason for your use of multiple IP addresses when accessing the casino? Which devices do you use to play (phone, laptop, etc)?

Kind regards,

Adam

Well how could any money be left in my account if the bonus expired? is that how bonuses work?

Yes i remember the money was displayed as real money wallet. If my account wasnt blocked i could easily show you all this info. But thats probably why they blocked me so the evidence was gone, also all old chat logs where available in my account and they for sure dont want you to see that.

I have used the same computer every time i have played in their casino, possible that i brought the computer somewere once or twice because i played like ALOT to wager my real money wallet wager that they imposed.

But to my knowledge i havnt played anywere else, might be my interent providor that change IPs i have no idea. Should it matter though, how wierd is that if im only allowed to use 1 ip?

I would not belive anything this casino says without evidence, because they have lied and changed their story multible times when i have chated with them in live chat.

Hello vingrom2023,

As I understand the situation, it seems that the bonus you have claimed has expired, at which point your deposit was lost as it was wagered first (before starting to wager bonus money). The balance left in your account at the point of expiry, according to the casino, was the bonus amount which was no longer valid. You have then continued to wager this amount and accumulate the winnings as mentioned. Additionally, the casino has blocked your account due to their belief that you have used a VPN.

I have asked the casino to clarify how this amount came to be left in your account if it was supposed to be forfeited, and to confirm how the amount was displayed to you. I will extend the timer while we await their response.

Kind regards,

Adam

well its not true the money was displayed as real money wallet and like i said before it was impossible to wager the bonus because the wager meter never moved even after tousands of spins. they also did not block my account for vpn they blocked me a few minutes after i told them i had made a review about my experience in their casino.

The reason they dont show you any information from my account because then it will be obvjous to you that they are just making up reasons. like they did to me for months just making up 1 excuse after another.

Dear vingrom2023,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask CasinoStriker to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Yeah i think thats sign enough that they are not a serious casino and they are clearly lying about their claims, if they had anything concrete they would for sure have answered already

Dear Casino Guru,

We are writing to inform you of the conclusion of the case involving a player with multiple reasons for not receiving any winnings. After a thorough investigation, we have finalized the matter and find no further circumstances that require explanation or re-examination.

It is evident that the player has breached our terms of service by playing with a bonus outside our conditions, as well as using VPN services, multiple IP addresses, etc. These actions alone constitute a violation of our Terms and Conditions. Therefore, no further investigation into this case is necessary.

Best regards,

Support

I havnt used any VPN and you are just making this up but thats your way of conducting business.

Just provide the proof if there is any, you are a dishonest casino and i hope casino.guru make drastic messures to make sure other future players knows this and protect them from pure scams you your casino and sister casinos.

Other complaints against your casinos says the same thing so its not even any question that you are talking BS!

Dear vingrom2023,

I have further examined the evidence of VPN use presented by the casino. Upon researching the IP addresses, it does appear that at least one of those used by you is provided by a popular VPN service.

This is not conclusive, however, and we would prefer to see more concrete evidence as a reason for blocking an account if winnings were to be confiscated.

Regarding the situation with the bonus, I can appreciate that it has been a frustrating experience, and that the way it has been implemented leaves a lot of room for improvement. The full amount of the bonus should have been removed from your account at the point it expired. The fact that it wasn't, and that it was displayed to you as a real money balance has only caused confusion.

The bonus mentioned was the second deposit bonus, can you please clarify if you also accepted and used the first deposit bonus, and if so was the wagering completed?

Kind regards,

Adam

The bonus amount was removed when it expired, thats what ive been saying all the time only my real cash was left in the account.

I have never used a vpn service and if they have shown you proof of me using vpn service then i have no idea how they have fixed that.

Ive been in Norway all the time so i really have no reason to use a vpn service. I might have used my telephone shared hot spot some time i dont even remember but that should not matter.

Dear vingrom2023,

As the real money amount is used first when wagering a bonus, it is unlikely that your real cash was left at the point of expiry. The problem is, however, that no amount should have been left, and the bonus money you have been left with has been displayed to you as real money.

Can you please clarify if you have wagered the first deposit bonus?

Kind regards,

Adam

Im getting tired of answering this question now ive said it like 5-10 times in this complaint.

The bonus wager didnt move at all and my balance still got bigger, that should mean real money dont wager towards the bonus right? And then later since the real money wager was really big(it actually wasnt big but they had some wierd bogus rule that only like 0,2€ wager towards the real money no matter how big you bet).

Or i might have misunderstand, anyway ive been playning quite alot of casinos and i have never seen anything like this before, its clearly made for this exact reason to make it very very hard to both understand and make the wagering.

Also ive been trying loads of time to ask the support how the bonus works and every time i get some answer i have to contact email support and they never answered me.

Do you casino.guru think its fair to make everything for the player really hard to understand and also never help them with their problem?

Dear vingrom2023,

We of course believe that the terms and conditions of a bonus, as well as their implementation, should be as transparent and easy to understand as possible. It is quite normal when wagering a bonus for the real money to be used for bets first.

I apologize for the confusion, but I do believe you have misunderstood my question. I will try to rephrase it - the bonus that you have accumulated winnings from was a bonus received on your second deposit, so my question is did you receive and use the bonus for your first deposit also?

Kind regards,

Adam

Yes i lost the first deposit bonus before playing this bonus, same there i had to lose the real money before the bonus wager even started or atleast thats what i remember, was so long time ago).

But yeah i had 0 funds before i deposited for the second deposit bonus, so i had lost my first deposit and bonus before that.

Dear vingrom2023,

As mentioned, you have allowed the bonus to expire without completing the wagering requirements. At the point of expiry, the whole amount related to the bonus should have been removed from your balance. However, you have been left with a balance of bonus money, which was displayed to you as real money, and continued to wager this in order to accumulate the disputed amount.

I can appreciate that this has caused some confusion, and the casino should definitely take steps to make sure this situation doesn't arise again from a user experience point of view. However, the fact remains that you did not complete the wagering requirements before the bonus expired, so they have technically acted in accordance with the terms and conditions by (eventually) removing the balance and any associated winnings.

While it would be nice if the casino would offer you some sort of compensation for the frustration caused by the poor implementation of this bonus, this is not something we can enforce.

Regarding the casino blocking your account, we do not consider the evidence for the use of VPN to be conclusive but if no legitimate winnings are being held by the casino I am afraid it is entirely at their decision if they do not wish to let you play any further.

Consequently, there is nothing more we can do to assist with this situation, and the complaint will be rejected.

I can only apologize that we couldn't be of more help on this occasion.

Kind regards,

Adam

This complaint has been reopened at the player's request.

Dear CasinoStriker,

The player has provided further information and states that the reason for the bonus being allowed to expire is that they were told by the casino support they could make a withdrawal of the real money balance at the time if they completed the KYC process.

Can you please confirm if this is correct? Are we able to view the conversation between the player and the live chat agent?

Kind regards,

Adam

Yes ask for all chat transcripts

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.

Dear vingrom2023,

Unfortunately, the casino has failed to respond regarding the additional information you have brought to light regarding this case.

The circumstances regarding your wagering of the expired bonus are unclear, but if the bonus has expired because you were in the process of completing verification for a withdrawal, and the support have told you that this is allowed, then it is unfair of the casino to have confiscated your entire balance in this way.

As there has been no further response, this complaint will now be closed as 'unresolved' and have a negative effect on the casino's rating. 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 Gaming Curacao Authority (complaints@gaming-curacao.com) 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 (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam