White Rabbit Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Registered in the casino in this casino, advertising saw on the Internet. I confirmed my e-mail, uploaded documents, passport and bank statement. Documents checked, wrote your account is verified. I made a deposit, lost everything. Then again made and as usual all again lost, played on bets. Played a little bit of casino slots. Then I deposited again, lost a little bit, gave me freespins there on a promotion of some kind. I won a little bit on the freespins. Continued to play casino and slots, and during the game Baloon, when I made a bet I was thrown out of the account. Tried to log in and it says client blocked. I wrote to the support I replied at first that perhaps it's you blocked yourself. But then they wrote that we have the right to demand verification and video verification. For God's sake, even personally come!!! After another 5 minutes they wrote that your account was blocked and all funds were confiscated for false information in your profile. Then they wrote that you are blocked for violation of some multi-account. I don't understand anything. Just calmly played in different games and I once and all taken away(((( This is just horror, how can you do this, took my 88 dollars. The deposit was 62 dollars. Please help me. What kind of lawlessness on the part of this casino

Hello 2Nataxa2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with While Rabbit Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• What do they mean by incorrect information?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear 2Nataxa2,

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.

1. They didn't make any verifications. I decided to block and steal the money right away. Not to make sure that the account is mine and I played in the casino!

2. Under the wrong information they mean anything. But I am sure that I entered the data into the account correctly and they checked everything and made sure that everything is correct.

3. Talked to the casino a week ago, screenshots will be provided 

Thank you 2Nataxa2 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 2Nataxa2,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite White Rabbit Casino to join the conversation.

Dear White Rabbit Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Dear 2Nataxa2,

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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru