K9Win Casino - Акаунтът на играча е блокиран.

Hi, am a regular player in this platform since 1 year ,my user name is -Pankaj407

,it was all ok with my account until it asked me for kyc ,I submitted all my documents and required support, I did it on month of march now its June my account yet not opened , I contacted with live chat support in telegram, whats app all the time we find the same answer that "please wait team will call you for verification " but no one called me neither any email. I called them several times but they say the same always.Approximately I have ₹166000 in my account, please help to get my winnings, help me in here , I am in need of money please help me casino guru.

Dear pankajsutradhar052,

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 if you’ve completed the account verification successfully in the past? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I was playing live casino without bonus.

Even today also I called them they still says team will contact you and hung up the call on face

Thank you very much, pankajsutradhar052, 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. However, I would like to warn you that it seems to be a common practice of K9Win Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you pankajsutradhar052 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask K9Win Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you for your support casino guru I wish it will get solved soon.

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 you contact the PAGCOR/Philippines Gaming Authority (https://www.support.pagcor.ph/contact-us.php) and submit a complaint to them. 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.

Best regards,

Peter