Eldoah Casino - プレイヤーのアカウントは閉鎖されました。

I would like to submit a complaint regarding Eldoah Casino.

I deposited money and received a 10,000 JPY bonus. After playing slot games and meeting the requirements, I requested a withdrawal of approximately 20,000 JPY.

Immediately after submitting the withdrawal request, my account was frozen and I could no longer log in.

When I contacted customer support, they informed me that my account was closed due to a violation of their Terms and Conditions (section 15.10). However, they refused to explain what specific action or game was considered a violation.

I asked multiple times for clarification, including which game, which bet, or what specific behavior was considered inappropriate, but they repeatedly refused to provide any details, citing security policy.

Before using the bonus, I even contacted support to confirm the correct usage of the bonus and followed their instructions carefully.

I believe this situation is unfair because the casino has not provided any evidence or explanation for the alleged violation. My funds have effectively been confiscated without clear justification.

I respectfully request Casino Guru to review this case and help resolve this issue.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hello Attila,

Thank you for your response and for looking into my case.

• Regarding the bonus, it was a 10,000 yen bonus. I used the game "Spaceman" to complete the wagering requirement. If necessary, I can provide a screenshot of the bonus.

• While the bonus was active, I mainly played the game Spaceman. I did not switch between multiple games.

• My betting style was very simple. I used the auto-bet feature and placed bets of 5,000 yen with a 1.01x cash-out setting, repeating this several times in order to complete the wagering requirement.

Before using this method, I contacted the casino support team and asked if this way of completing the wagering requirement was acceptable. The support team confirmed that it was allowed, so I proceeded accordingly.

In fact, I had used the same method multiple times in the past without any issues.

• I have also successfully completed the full KYC verification at this casino.

Despite this, my withdrawal request was rejected and my account was suddenly frozen for "fraudulent activity," without any specific explanation. Since I followed the rules and even confirmed my method with support beforehand, I strongly believe I did not violate any terms.

Thank you very much for your assistance.

I also contacted the casino support before playing and asked if using the game "Spaceman" and this betting method would be acceptable. The support team clearly confirmed that it was allowed and that there was no betting limit.

I am attaching a screenshot of this conversation as evidence

Hello. 

The issue has now been resolved. My account was unfrozen and I received the full withdrawal. 

Thank you for your assistance.

Dear chiikame,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru