Arkada Casino - La cuenta del jugador ha sido cerrada después de la solicitud de retiro.

I am a player from Russia.

I registered at the casino on the 14th.

The problems started immediately. It took almost a week for my deposit to be credited.

Then, in roulette, I won 208,000 rubles from a 54,000 ruble bet. I placed regular bets and didn't use any bonuses.

When I tried to withdraw, they requested a lot of documents, asking for just about everything possible.

After I sent everything, they blocked me, claiming that I placed opposing bets in roulette. BUT THAT'S ABSOLUTE NONSENSE. I DON'T EVEN UNDERSTAND WHY. I DIDN'T EVEN TAKE ANY BONUSES. PLEASE HELP!

Я Игрок из россии.

Зарегистрировалась в казино 14 числа.

Проблемы начались сразу. Депозит мне зачисляли почти неделю

Далее я в рулетке с 54000 рублей выиграла 208000р. ставила обычные ставки. никакие бонусы не использовала.

При выводе у меня запросили очень много документов просто все что можно было.

После того как я все скинула меня заблокировали сославшись на то что я ставила противоположные ставки в рулетке. НО ЭТО ПОЛНЫЙ БРЕД Я ДАЖЕ НЕ ПОНИМАЮ ЗАЧЕМ ЭТО Я ДАЖЕ БОНУСЫ НИКАКИЕ НЕ БРАЛА. ПОМОГИТЕ!

Dear mullinstabitha30,

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.

• Do I understand correctly that you only played roulette?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

yes. i only played roulette. i didn't use any bonuses. i sent you screenshots of the correspondence by email

да. я играла только в рулетку. никаких бонусов не использовала. отправила вам скриншоты переписки на почту

Hello!

The ability to play has been blocked by the provider due to the detection of violations in your gaming activity, incompatible with the rules of use of Live games.

Best Regards, Arkada Casino Team.

I just bet on roulette and that's it. I didn't break anything. I have only 1 account that I registered. I only played with you. CASINO GURU HELP!

я просто ставила в рулетке и все. я ничего не нарушала. у меня есть только 1 аккаунт который я зарегестрировала. я играла только у вас. КАЗИНО ГУРУ ПОМОГИТЕ!

and you wrote the possibility of the game is blocked. ok, i will not play with you anymore, but let me withdraw my deposit and winnings!

и вы написали возможность игры заблокирована. хорошо, я не буду значит играть больше у вас, но дайте мне вывести мой депозит и выигрыш!

Thank you very much, mullinstabitha30, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mullinstabitha30 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Arkada Casino for their help in resolving this complaint. We would like to know why was your account blocked and what can we do to help resolve this issue.

Thank you!

Hi,Peter I wrote to you on Skype. Please accept the request.

Dear Customer, 

As we have indicated earlier, your account is blocked for violating the rules of playing Live games. All evidence will be provided to the forum administration if necessary.

Best Regards, Arkada Casino team.

I WILL REPEAT IT AGAIN.

I just bet on roulette and that's it. I didn't break anything. I only have 1 account that I registered. I only played with you

I didn't use any bonuses. I just played roulette. You're talking some kind of nonsense. Unblock my account so I can withdraw and you can close it again. Otherwise I'll file a complaint against you to the Russian authorities and not only to the Russian Federation.

Я ЕЩЁ РАЗ ПОВТОРЮ.

я просто ставила в рулетке и все. я ничего не нарушала. у меня есть только 1 аккаунт который я зарегестрировала. я играла только у вас

Никаких бонусов я не использовала. просто играла в рулетку. вы несете какой то бред. разблокируйте мне аккаунт чтобы я смогла вывести и можете его опять закрыть. Иначе заявление на вас напишу в органы рф и не только в рф.

Dear Customer,

We are conducting a thorough analysis of the situation and will get back to you with a response as soon as possible.

Best Regards, team Arkada Casino.

Dear mullinstabitha30, the casino has provided me with a report from the gaming provider stating that you have been found to be opposite betting with another player in the network which resulted in your blocking. We advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter