Eldoah Casino - La cuenta del jugador ha sido cerrada y el retiro está retrasado.

On October 22nd, I took advantage of the first-time offer for a large deposit bonus, offering a 50% bonus of 1 million yen with a 1x wagering requirement, and I was thrilled to deposit 1 million yen. My balance went from 1.5 million to 2.4 million, then to 380,000, and finally to 2.65 million. I was making high-risk bets of 300,000 to 500,000 yen, which was hardly an opposite or no-risk bet. I played Evolution squeeze baccarat and felt at my limit at 2.65 million, so I requested a withdrawal. About 10 minutes later, I received a notification that the withdrawal had been processed, and I was relieved. That evening, I inquired about the withdrawal status via email and VIP LINE, but there was no read receipt or reply. The next day, I still received no reply. I started to get worried, so I logged into Eldorado and saw my account blocked. I emailed them again, but there was no reply. Today, I connected through chat, asked about the situation, and they froze it indefinitely without giving any explanation. Thank you. I'm not happy with this, so will the 2.65 million yen I withdrew be withdrawn? I was told that only the finance team knows about deposits and withdrawals, and they promised to email me, but I still haven't received a reply. I looked back at the emails to provide evidence, and even though I don't think I deleted them, the withdrawal completion emails have disappeared from my inbox. I wonder if it's a virus? This is terrible. To be honest, I borrowed 1 million yen and forced myself to create this account, and I want to die. Please help me.

10月22日に初めての高額入金ボーナスの案内を使い100万円50パーボーナス、賭け条件1倍などなど、嬉しく思い100万円入金しました。残高150万から240万そこから38万そして最後には265万割とギリギリのオポジットやノーリスクベットとは無縁の30万とか50万とかのハイリスクなベットで、エボリューションのスクイーズバカラをして265万で限界を感じ出金申請をしました。10分後位に出金処理完了のお知らせが来て、安心していました。その日の夜くらいからメールやVIP LINEなどで出金状況の問い合わせをしても既読や返事が無く、その翌日も返事がなく、不安になってきた時にエルドアにログインしてみたらアカウントブロックと表示され、その後もメールするも返事がなく、本日チャットが繋がって、状況を聞くと理由も言わずに無期限凍結になりました。ありがとうございました。と言われて納得できないから出金した265万は出金されますよね？と言うと入金出金はファイナンスチームじゃないと分からないと言われメールの約束をしたけれどいまだ返事もないです。こちらに、証拠など出そうとメールを見返すと消したはずが無いのにメールの受信トレーから出金完了のメールなど消えてしまっています。ウィルスなのかとても酷いです。正直100万円も借金して無理やり作りました、死にたいくらいです。どうかお願いします。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

How many deposits did you make at this casino?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Could you please send me a link or a screenshot of the bonus you activated and played with?

Have you contacted customer support to ask about the reason why your account was blocked?

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

Best regards,

Veronika

Thank you for contacting us. I completed KYC verification about 5 years ago.

I have made nearly 100 payments in total regarding deposits and withdrawals, including both small and large amounts.

I have tried to contact customer service and chat about why my account was blocked, but I have either not received a reply or just the same message each time: "Thank you for your support so far."

I only have the text of the activated bonus promotion. I apologize for the late reply.

This is Anne from the VVIP team.

I understand how you feel,

After repeated negotiations with the relevant department, we have prepared the following special deposit bonuses and cashback offers.

(gift)07220714 exclusive deposit bonus (gift)

①When depositing 500,000 yen

50% deposit bonus

Wagering requirements: 1x

Maximum winnings: 250,000 yen

Application deadline: October 22nd

Prohibited games: None

Single bet limit: None

If you contact us after making your payment and before playing, we will give you the gift.

We only accept lump-sum payments, not installment payments.

②When depositing 1 million yen

50% deposit bonus

Wagering requirements: 1x

Maximum winning amount: 500,000 yen

Application deadline: October 22nd

Prohibited games: None

Single bet limit: None

If you contact us after making your payment and before playing, we will give you the gift.

We only accept lump-sum payments, not installment payments.

(gift) Cashback support (gift)

If you lose using the above deposit bonus (balance is less than 100 yen), we will give you the bonus.

① Deposit 500,000 yen:

Cashback amount: 50,000 yen

Wagering requirements: 1x

Password: Special CB 50

② Deposit 1 million yen:

Cashback amount: 100,000 yen

Wagering requirements: 1x

Password: Special CB 100

We would appreciate your consideration.

This is what happened and my email hasn't disappeared from the folder.

↑I sent this bonus message to a friend saying, "I got this!", so I copied the record.

ご連絡ありがとうございます。KYC認証は5年ほど前に完了しています。　

入金や出金に関しても少額、高額含む合わせてお支払い100回近くした事があります。

アカウントブロックされた理由の件はカスタマーサービスやチャットなどに問い合わせるも返事無しか、毎回同じ文章で今までご支援ありがとうごさいました。だけです。

有効かしたボーナスプロモーションの文面だけあります。返信が遅くなり、誠に申し訳ございません。

VVIPチームのANNEです。

お気持ちをお察しいたしますが、

担当部署と再三に交渉いたしましたところ、特別に下記入金ボーナス及びキャッシュバックを用意しております。

(gift)07220714様専属入金ボーナス(gift)

①50万円入金の場合

入金50％ボーナス

賭け条件：1倍

最大獲得金額：25万円

申請期限：10/22まで

禁止ゲーム：なし 

1回のベット額制限：なし 

ご入金後、ご遊戯前にご連絡いただければ、進呈対応いたします。 

一括入金のみ対応し、分割入金には対応できません。 

②100万円入金の場合

入金50％ボーナス

賭け条件：1倍

最大獲得金額：50万円

申請期限：10/22まで

禁止ゲーム：なし 

1回のベット額制限：なし 

ご入金後、ご遊戯前にご連絡いただければ、進呈対応いたします。 

一括入金のみ対応し、分割入金には対応できません。

(gift)キャッシュバック応援(gift)

上記入金ボーナス利用して負けた場合（残高100円以下）進呈させていただきます。

①50万円入金：

キャッシュバック額：50,000円

賭け条件：1倍

合言葉：特別CB 50

②100万円入金：

キャッシュバック額：100,000円

賭け条件：1倍

合言葉：特別CB 100

ご検討いただければ幸いです。

このように来てコチラのメールがフォルダーから消えて無いのです。

↑このボーナスの文章は友達にこんなの来たよ！と送ったので、その記録をコピーしました。

Thank you very much, hiroaki9999, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you hiroaki9999 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Eldoah Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Dear hiroaki9999,

We are taking appropriate action regarding this matter.

Regarding this matter, we would like to put your safety first, and if necessary, we recommend that you consult with a family member, a trusted person, or a specialized support organization or consultation service.

Thank you for your cooperation.

hiroaki9999様

本件につきましては、適切な対応を実施しております。

なお、本件につきましてhiroaki9999様の安全を第一に考え、必要な場合は、ご家族や信頼できる方、または専門サポート機関や組織の相談窓口などへご相談されることをお勧めいたします。

何卒よろしくお願い申し上げます。

Dear Eldoah Casino, could you clarify what actions are being taken and what we can expect to happen? Thank you in advance for your clarification!

What kind of response is appropriate for Eldorado? My account was suddenly blocked without any notice, and there's been no word on my withdrawal of 2.65 million yen!!

There is absolutely no fault on our side, and I would like to at least come up with a compromise on the price during the discussion.

エルドアの適切な対応とはどのような対応なんですかね？なんの連絡も無しにいきなりアカウントブロック、265万もの出金も音沙汰なし！！

コチラに全く非が無いです、せめて話し合いの中金額など落とし所考えたいですね。

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.

Thank you very much for contacting us.

Regarding this matter, we are taking action after considering the results of our internal review and the contents of your communication.

We are unable to provide further details, but we appreciate your understanding.

If you have any concerns or problems,

We recommend that you consult with a family member or someone you trust, or seek professional support (such as a gambling counseling agency).

ご連絡をいただき誠にありがとうございます。

本件につきましては、内部審査の結果、ご連絡内容を考慮した上で対応をおこなっております。

詳細につきましてはご案内いたしかねますが、何卒ご理解賜りますようお願い申し上げます。

また、ご不安な点やお困りのことがございましたら、

ご家族や信頼できる方、または専門のサポート窓口（ギャンブルに関する相談機関など）へご相談されることをお勧めいたします。

I wonder if everyone who has been treated like this by Eldorah has to just accept it and move on.If they are told that this is the result of an internal review, there is nothing players can do, right?Is there anything that can be done?

エルドアからこんな仕打ちにあってる人みんなこう言われて泣き寝入りなんですかね、内部審査の結果とかそう言う事言われたらプレイヤーはどうも出来ないじゃ無いですか、何か手は無いのでしょうか？

Thank you for contacting us.

This is a repeated announcement, but regarding this matter,

We have made a comprehensive and careful decision, including our previous communications with the customer, and have now completed our final response.

For details, please refer to the privacy policy.

We are sorry to refrain from providing any information.

Furthermore, if you have any concerns or problems regarding gambling,

We recommend that you seek the advice of a family member, someone you trust, or a professional support center.

We would appreciate your understanding.

ご連絡ありがとうございます。

繰り返しのご案内となりますが、本件につきましては、

お客様とのこれまでのやり取りを含め、総合的かつ慎重な確認のうえで判断し、最終的な対応を完了しております。

また、詳細につきましては、プライバシー保護の観点から

ご案内を差し控えさせていただいております。

さらに、ギャンブルに関してご不安な点やお困りのことがございましたら、

ご家族や信頼できる方、または専門のサポート窓口などへご相談されることをお勧めいたします。

何卒ご理解賜りますようお願い申し上げます。

Thank you for the update Eldoah Casino representative. Would it be possible to provide me with evidence privately? All information will be kept confidential and used for our internal purposes only. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

We have emailed you the relevant information regarding this case.

Kindly check your inbox when you have a moment.

Thank you for the information Eldoah Casino representative, I have responded to your email, and I await your response!

Dear hiroaki9999, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello Peter,

I have replied to your email.

Please check it at your convenience.

Thank you for the clarification Eldoah Casino representative, I have responded to your email, and I await your response!

Dear hiroaki9999, I will keep you updated about any new developments. Thank you for your patience during this time!

please.

お願いします。

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.

Hello Peter,

Regarding this matter, would it be possible to communicate with you via email?

Thank you for the update Eldoah Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

How does it feel? Did I do something wrong? It's my forehead so I'm really suffering every day. Please help.

どんな感じですか？私何かダメな事しましたかね？額も額なのでほんと毎日辛い思いしてます。お願いします。

Hello Peter,

I’ve replied to you via email. Please kindly check it when you have a moment.

Hello hiroaki9999,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the clarification Eldoah Casino representative, I have responded to your email, and I await your response!

Dear hiroaki9999, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

Hello Peter,

I sent you an email a few days ago regarding this matter. Could you please let me know if you’ve had a chance to review it?

Thank you for the update Eldoah Casino representative, I have reviewed the email but as I am not allowed to share any information with the player I have to review this issue with my team to determine the next steps. I will keep both parties updated about any new developments. Thank you for your patience during this time!

Thank you🙇

お願いします🙇

Dear hiroaki9999, unfortunately, in this situation we are unable to help further as the casino won't allow us to share any information with you directly. The only option remaining is to forward you to the casino's licensing authority, which is the Anjouan Gaming Authority, and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint, or how they responded if you can do it on your own. (peter.c@casino.guru) I am sorry I could not be of more help on this occasion.

Dear hiroaki9999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru