Esball Casino - La cuenta del jugador ha sido cerrada sin explicación.

I am submitting this complaint regarding ESBALL because my withdrawal was declined after 7 days of review, and my account was closed without any clear explanation of which rule I allegedly violated.

I joined ESBALL after a friend recommended the platform to me. Before registering, I also checked information online and saw that ESBALL was promoted as a long-running brand with a strong reputation. Based on that, I decided to deposit and play there.

This month, before playing at ESBALL, I had already lost more than 100,000 CNY on similar lottery games on other platforms. I have screenshots to prove those losses. I was not trying to exploit or abuse the platform. I simply wanted to try my luck on another platform.

At ESBALL, I mainly played CC Group Bingo Mark Six. My betting style was very simple: I mainly bet on one zodiac selection. I did not use multiple accounts, did not use any software, did not operate as a team, and did not use any automated tools.

My first deposit at ESBALL was approximately 20,000 CNY. I played CC Group Bingo Mark Six and generated a large amount of turnover, around several hundred thousand CNY. My balance once reached around 40,000 CNY, but I continued playing and eventually lost it all back to the platform.

Later, I deposited another approximately 30,000 CNY. I continued playing the same game, CC Group Bingo Mark Six, with the same betting style. My bet size was around 3,000 CNY per bet, and I generated more than 200,000 CNY in turnover. My balance later reached around 60,000 CNY.

Because I had already lost more than 100,000 CNY on similar lottery games this month, and also previously lost money on ESBALL, I only wanted to withdraw part of my balance to recover some of my losses.

After I submitted the withdrawal request, my account was placed under review. The review lasted for about 7 days. During this time, I contacted customer service several times, but they only told me to wait and said the case had been submitted to the relevant department.

After 7 days, my account was closed, and my withdrawal was not paid.

The most important issue is that ESBALL never clearly explained what I did wrong. I repeatedly asked them to explain:

Which specific rule did I violate?

Which specific bet was considered problematic?

What evidence supports their decision?

Why was everything normal while I was depositing, playing, and losing, but my account was closed only after I requested a withdrawal?

If they claim I violated their rules, why have they not provided the exact rule and evidence?

So far, ESBALL has not provided a clear explanation or any specific evidence.

I believe that if a casino decides to refuse a withdrawal and close a player’s account after the player has deposited money, played normally, and generated large turnover, the casino should provide a clear and specific reason.

I am asking ESBALL to provide:

The exact rule they claim I violated.

The specific betting records they consider problematic.

The evidence supporting their decision.

A fair review of my withdrawal.

Payment of my legitimate balance if no clear violation can be proven.

I have prepared screenshots of my deposits, betting records, turnover, balance, withdrawal request, review messages, account closure, customer service conversations, and screenshots showing that I had already lost more than 100,000 CNY on similar lottery games on other platforms this month.

I hope AskGamblers can help mediate this case and request ESBALL to provide a transparent explanation and fair resolution.

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.

• Have you played any other games at this casino apart from Bingo?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• Did you accumulate your winnings with or without a bonus?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Dear 152xia,

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,
Veronika
Casino.Guru