Ole7.io Casino - La cuenta del jugador ha sido bloqueada.

Good day! ole7.bet has blocked my account! I have $864 in my account! I have undergone account verification several times and everything was fine! But yesterday, they stopped paying out and today I cannot log into my account! The chat support responds, saying they won't return my funds and have the right to confiscate them! How am I to understand this??? They're scammers!!! I didn't take any bonuses, I was gambling with my own money! I gambled in the casino and placed bets on sports!!!! They have licensing information on their site, but I suspect it's not valid! Please help me!

Доброго дня! ole7.bet заблокували мій обліковий запис! На моєму акаунті 864$! Перевірку акаунту проходив декілька разів і все було добре! Але вчора вони припенили виплачувати кошти а вже сьогодні я не сміг війти в свій акаунт! Саппорт в чаті відповідає що мої кошти вони не повернуть і мають повне право конфіскувати їх! Як це зрозуміти??? Це шахраї!!! Бонуси я ніякі не брав, а грав на власні кошти! Грав в казіно та робив ставки на спорт!!!! В них є на сайті інформація про ліцензію але мені здається що вона не дійсна! Допоможіть мені будь ласка!

And what answer do you expect from me? I don't see any question.

А яку відповідь ви від мене очікуєте? Я не бачу ніякого питання.

Dear xray200,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and I apologize for the technical difficulties that caused my response not to be published.

Please allow me to ask you a few questions to make sure I understand the situation completely.

Could you please confirm that you successfully passed the KYC verification?

Have you received any explanation for closing your account?

When was the last time you communicated with the casino and what was it about?

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

So I passed account verification on 07/28/2023. I received a message in the mail that my account has been verified and now has no problems. But exactly one month later, on August 28, 2023, my account was blocked when I tried to withdraw part of my funds. In the chat, blocking is explained by a clause of the rules, which states that if I am a client suspected of fraud, the casino has the right to block the account and not pay out the client's funds. The last time I spoke was a week ago. But they answer the same thing. It feels like they only have bots and not people in their support.

Так я пройшов верифікацію акаунту 28.07.2023. Мені прийшло повідомлення на пошту що мій акаунт перевірено і тепер не має жодних проблем. Але рівно через місяць 28.08.2023 мій акаунт заблокували коли я намагався вивести частину своїх коштів. В чаті пояснюють блокування пунктом правил в якому написано що якщо я клієнт підозрюється в шахрайстві, то казино має право заблокувати рахунок і не виплачувати кошти клієнта. Спілкувався останній раз тиждень тому. Але вони відповідать одне й те саме. Таке відчуття що в сапорті в них одні боти а не люди.

Please forward the email from the casino as well as any relevant communication between you and customer support regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

They wrote that my money was safe and sound! They misled me! They entered into my trust! They wrote that the account was successfully verified! And now their answer is only. My account is blocked, my money is confiscated and this is their final decision! These are scammers!

Они писали что мои деньги в целости и сохранности! Вводили меня в заблуждение! Входили в мое доверие! Писали что аккаунт прошел успешно проверку! А теперь их ответ единственный. Мой аккаунт заблокирован, деньги конфискованы и это их финальное решение! Это мошенники!

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, xray200!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team