KheloStar Casino - La cuenta del jugador ha sido cerrada.

My account has been blocked. while i was withdrawing the money but it did not came. I called the casino help center they told that they will transfer the money within 48hours but they blocked my ID and not picking my calls and blocked my number also and i had not got my 30600 yet. so please see to my problem and solve it as soon possible.

Dear Dhaval1010,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Actually,-

• I used to invest the money and used to earn from the bonus we get on that invested money and play aviator.
• yes, I passed all the verfication and i used to get my money when i used to withdraw but that was all small amount and that time also the money used to get stopped but it came in 2 3 hrs but this time it had been 3 4 days and they told me it will come within 48hrs but it didn't so I again called and they told me that it would come in next 24hrs for sure but then they block my account of gaming and did not even picked my call
• with bonus

could you please give response quickly its very urgent to get my money back or else it will create many problems

replyyy?????????

Thank you for your reply, Dhaval1010. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I texted them on telegram they told me that due to multiple withdrwls they blocked my account but there is nothing about this is written in the terms and conditions of the gaming site. Then they told me to give 20% of my money as penalty chrge I even agreed to it I told them to cut off 20% and return the remaining amount as I don't have money to give them 20% more for getting my money back and I had heard a case related to this only that by giving some % to them more they take that money and then still don't unblock the account and blocked him from telegram also so I didn't want to that same thing happens to me so I told them to cut off 20% and give me the remaining amount to me but they did not got agree and then told me that this is not our department for this problem you should talk in live chat. So I told them that they blocked me from chat also so then i got reply that by making different id i should text. So I did that I made an account on my frnd's name and texted on live chat but she told me not to talk about other account issues and if you do I will have to suspend your account and then after few minutes I was not able to open live chat I don't know she blocked me or what from live chat. But then when I again texted on telegram to tell this thing they are not replying to me anything. I really can't afford that much loss so please I request you to help me getting my money back. I even complained about it in cybercrime please help me with this. I will be really grateful of you

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

yess i will

I went through your email and I noticed that there are repeatedly mentioned "illegal activities". Could you please clarify what the illegal activity means in this specific case?

actually I used to do many times withdrawls because I needed it. So they told me this reason but there was nothing written in their terms & conditions that it is not allowed to do many withdrawls. So they can't block my account as nothing was written about this so I requested them they should have atleast given a waring about this as we were not aware about this thing

And nothing was written about this anywhere in the website.

Thank you very much, Dhaval1010, 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 Dhaval1010 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

yess please help me get my money back and if they tell you thai I did multiple withdrawls then tell them that nothing about this was written in t&c of website and i was completely unaware of this thing so they should return my money and I had also complained about this in police station also and my bank also.

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 got my money back

Thank you for the update Dhaval1010, do you consider your issue resolved or would you like to continue resolving this complaint? Let us know! Thank you in advance.

Dear Dhaval1010,

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.

its resolved

Dear Dhaval1010,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter