Sankra Casino - プレイヤーのアカウント閉鎖申請は無視されます。

Ladies and Gentlemen

I hereby submit a formal complaint against the online casino site sankra7.com.

I have repeatedly and explicitly requested that the provider close my account. In my messages, I also clearly indicated that I suffer from problematic gambling behavior or gambling addiction. Despite these clear indications and my repeated requests, my account has not been closed.

Instead of complying with my request and protecting me, I continued to receive cashback offers and bonuses. I find this behavior extremely irresponsible, especially given my described gambling addiction problem.

During a period when I was intoxicated and emotionally unstable, I made further deposits and lost significant sums of money. I am firmly convinced that this situation could have been prevented if my account had been closed in time as requested.

I therefore urge you to investigate this case and provide assistance in recovering at least some of the lost funds. Furthermore, I believe the provider's conduct warrants review with regard to player protection and legal obligations.

I would be very grateful for your feedback and further support.

Best regards

MK

Sehr geehrte Damen und Herren,

hiermit möchte ich eine formelle Beschwerde gegen die Online-Casino-Seite sankra7.com einreichen.

Ich habe den Anbieter mehrfach ausdrücklich darum gebeten, meinen Account zu schließen. In meinen Nachrichten habe ich zudem klar darauf hingewiesen, dass ich unter problematischem Spielverhalten bzw. Spielsucht leide. Trotz dieser eindeutigen Hinweise und meiner wiederholten Aufforderungen wurde mein Account jedoch nicht geschlossen.

Statt meiner Bitte nachzukommen und mich zu schützen, wurden mir weiterhin Cashback-Angebote und Boni zur Verfügung gestellt. Dieses Verhalten empfinde ich als äußerst verantwortungslos, insbesondere im Hinblick auf meine geschilderte Spielsuchtproblematik.

In einer Phase, in der ich alkoholisiert und emotional nicht stabil war, habe ich erneut Einzahlungen vorgenommen und dabei erhebliche Geldbeträge verloren. Ich bin der festen Überzeugung, dass diese Situation hätte verhindert werden können, wenn mein Account wie gewünscht rechtzeitig geschlossen worden wäre.

Ich bitte Sie daher eindringlich um Prüfung dieses Falls und um Unterstützung dabei, die verlorenen Gelder zumindest teilweise zurückzuerhalten. Darüber hinaus halte ich das Verhalten des Anbieters für prüfenswert im Hinblick auf Spielerschutz und gesetzliche Verpflichtungen.

Für eine Rückmeldung und weitere Unterstützung wäre ich Ihnen sehr dankbar.

Mit freundlichen Grüßen 

M. K.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward your original self-exclusion requests, along with the casino’s responses, to veronika.f@casino.guru? Please include the full email threads with all dates and timestamps clearly visible, rather than screenshots only, as this will help us establish an accurate timeline of your requests.
• When did you first request self-exclusion from this casino? When was the last time the casino communicated with you regarding this request?
• Have you 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

Veronika

I have sent them all the necessary information by email. Thank you in advance.

Ich habe ihnen alle nötigen Informationen per Mail gesendet. Vielen Dank im Voraus.

Dear klugerplayer13

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear klugerplayer13,

I am sorry to hear about your problem with Sankra Casino.

I will now try to contact a Sankra Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Sankra Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Dear all,

I would like to inform you that I have managed to get in touch with the casino representative.

We are currently finalizing the details in order to grant them access to our system.

Therefore, I will reset the timer for the casino.

Dear klugerplayer13,

Thank you for raising your concerns, and we appreciate Casino Guru for facilitating this process.

Having conducted a thorough review of your account and all communications, we would like to provide the following clarification.

Regarding your first closure request on April 19, 2026 — our VIP team reached out to you as a valued player. You responded on April 21 by explicitly requesting that the bonus be credited to your account and asking us to complete your pending address update so that you could access your winnings. You also stated, in your own words, that you would "consider withdrawing the closure." We acted on your instructions and kept the account open at your direct request.

We also successfully updated your address and credited the bonus as you asked.

Regarding your second closure request on April 23, 2026 — at that time you had an active pending withdrawal on your account. It is our standard procedure not to close accounts while a withdrawal is in progress, as this protects the player's access to their funds. This decision was made in your interest. On May 10, 2026, you successfully completed a withdrawal of €300, confirming your funds were fully intact and accessible.

We would also note that during the period in question, your account showed a history of deposits, bonuses accepted, winnings generated, and a completed withdrawal — activity that reflects a player engaging with the platform voluntarily and in control of their decisions.

Should you wish to proceed with account closure at this time, please contact us directly at support@i.sankra.com and we will action this immediately.

We remain fully available to Casino Guru and to yourself for any further questions.

Kind regards,

Sankra Casino Support Team

Dear Sankra Casino,

Thank you for joining the complaint and providing us with the information.

The player provided a screenshot showing the initial self-exclusion request from the 5th of April. Did you ever receive this email? Please check the screenshot below.

Additionally, could you please share the player’s deposit and withdrawal history since the 5th of April?

Thank you very much for your cooperation.