Eldoah Casino - Račun igrača je zatvoren, a sredstva su konfiskovana.

I registered with El Dorado Casino today, made a deposit, and tried to receive the deposit bonus, but was suddenly rejected and blocked.

When I inquired, I received a message accusing me of fraud.

It also said that the money I deposited would not be returned, so I don't understand what that means at all.

I couldn't even play and they just took my money.

I would like at least the amount I deposited to be returned, so please help me out.

本日エルドアカジノを登録し、入金して入金ボーナスを受けとろうとした所いきなり弾かれてブロックされました。

問い合わせると不正行為などと書かれた文章が来ました。

入金したお金も返さないと書かれていたので全く意味がわかりません。

プレイもできずお金だけ取られました。

せめて入金額だけでも返ってきて欲しいのでどうかご協力お願い致します。

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.

Dear gmpwtj698,

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.

1. Could you kindly let us know if you engaged in gameplay prior to losing access to your account?
2. Did you lose access immediately after making a deposit? If so, was the deposit made using a payment method registered in your name?
3. Have you previously held any accounts with this casino?

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,

Attila

Did you play before you lost access to your account?

No

Did you lose access immediately after making a deposit? If so, was the deposit made with a payment method registered in your name?

Immediately after payment.

This is not the payment method I registered

Have you had an account with this casino before?

No

アカウントへのアクセスを失う前にプレイを行ったことはありますか?

ないです

入金直後にアクセス権を失いましたか?もしそうなら、入金はあなたの名義で登録された支払い方法で行われましたか?

入金直後です。

名義登録した支払い方法ではないです

このカジノに以前に口座を持ったことはありますか?

ないです

Dear gmpwtj698,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

I have forwarded the email, please check it.

メールを転送したので確認お願い致します

Dear Player,

I have noticed that the emails you've provided indicate that the casino is alleging the use of prohibited playing methods. Could you kindly clarify if you have participated in any gameplay at Eldoah Casino? If so, I would appreciate it if you could specify which games you focused on, such as slots, live casino, or sports betting.

Thank you in advance for your cooperation.

I don't understand why my account was frozen immediately after I made a deposit; I couldn't even play.

I registered, made a deposit, but my account was frozen before I could even play.

プレイもなにも入金してすぐに凍結されたので意味がわかりません。

登録して入金してプレイ前に凍結されています

Dear gmpwtj698,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you gmpwtj698 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 blocked and winnings confiscated.

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.

PeterDear gmpwtj698,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. 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.

Best regards,

Peter