Herake Casino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

The casino locked my account and confiscated both my winnings and deposit, claiming I used a VPN. They stated this as the reason for freezing my account and seizing all my funds.

I never used VPN or something like that!

I only played with my own money, without using any bonuses or promotions.

Here’s the text from their latest email::

"Based on the thorough investigation conducted by our Anti-Fraud and Risk Team, the decision has been made to close your account due to several breaches of our terms and conditions, especially regarding the use of a VPN, this closure is final, and your account will remain closed.

We sincerely understand your frustration and apologize for it, we kindly request you to respect our decision and wish you the best moving forward.

Kind regards,

Customer support Lisa"

I need your help please.

Hello allaskaya1968,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is there any way to prove that you did not use VPN to alter your location?
• When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

I am not sure, but I think that my account is not verified. There was no request for documents and I think in casino there is no verification section to upload documents. I cant check it now as my account blocked!

Of cause I can proof as I use regular interent on my laptop.

Give me the email and I will forward you our correspondence. Last one was on 23.10 the text is in complaint.

Best regards,

Alla

Hello allaskaya1968,

Please forward the mentioned evidence to nikolas.b@casino.guru.

Also keep in mind that the casino exactly sees from what IP do you login so they must have some kind of evidence of it - did they share it with you?

Looking forward to your response.

Regards,

Nick

I have forwarded to your email my correspondence with casino.

Best regards.

Thank you allaskaya1968 for all the information provided so far. As we will need further evidence from the casino regarding your issue, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you allaskaya1968 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Herake Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

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 repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Due to changes in legislation the casino currently doesn't operate under a license and therefore there's 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,

Peter