Saga Kingdom Casino - プレイヤーのアカウントがブロックされました。

Withdrawed 7000NOK(700€) and sent them all the documents they wanted and after A LOT of mails they finally accepted them. Then they closed my account and customer service did not want to tell me why but told me that they would mail me. They did not and they are not responding to my chat attempts or via mail.

Hello Bengt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus, please? Do I understand correctly that you successfully passed verification before the casino blocked your account?

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. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have recived a mail from Folkeriket (in Norwegian) where they say that they were worried that I played to much and that that was the reason for the closing.

I have played for a few hundred kroner at Folkeriket over a periode of two years and only when they have SMSed or mailed me about deposit bonuses. In addition to that I did what I always do when I win «big» - I activate the limits so that I won’t be tempted to play away my winnings. And why wouldn’t they tell me why I was shut out?

All in all I suspect that this explanation only was something they came up with after I told them that I would open a complaint. And I haven’t gotten the money yet ang the payout was not mentioned in the mail. I would therefore like to keep this case open until I actually see $$$ in my bankaccount.

Thank you for your reply, Bengt. We believe that the casino can close the player's account whenever and for whatever reason as long as all the player's money has been paid out, or there is no money left in the player's account.

Have you ever made a successful withdrawal before? Could you please forward me the email from the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Hi again. I have gotten an explanation as to why my account was closed. I’m fine with that and really don’t care other than that it makes it harder for me to prove my case. I do however have a mail that confirms my payout and screenshots. So if they don’t want me as a customer: Fine!

What I do care about is the 7000NOK that they owe me. I wrote in my last mail that I wanted the money and asked why my payout was witheld. To this the response was that as far as the representative could see my payout had been proscessed and that there was no investigation ongoing. He did not tell me when the payment was processed.

I have forwarded the mail to you (in Norwegian - Google Translate) and have uploaded a screenshot of the relevant passage in the mail and a Google Translate of it.

Confirmation of withdrawal;

Update:

I find it interesting that Folkeriket care very much about me and my gambling-habits and are SO WORRIED that I have to answer all sorts of questions to get them open my account, BUT AT THE SAME time - regardless of me having activated a very low limit and have set a cooling of-period CONTINUE TO SEND ME OFFERS TO MAKE ME GAMBLE MORE! (See mail of today)

This only adds to my worries that my gambling habits is a bull***t explanation that they came up with after me making fuzz about closing down my account.

Thank you very much Bengt for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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.

Hello Bengt,

I will assist you from now on. I went over the communication you send us and will now try to help you. First, I would like to ask the representatives of Folkeriket Casino into the discussion in order to provide an explanation and offer solutions to the withdrawal issue.

Folkeriket Casino, could you explain what has been done to investigate the withdrawal of 7000 NOK made by Bengt prior to his account closure?

We would like to ask Folkeriket 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’.

Hello Bengt,

I contacted the casino representative, saying they will look at your case. Has there been any development from your side since your last message?

Hello Bengt,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.