OLE777 Casino - Аккаунт игрока заблокирован.

Hello!

After ~3 months of playing in Ole7 and two 500 USDT withdrawals later, i managed to win a good sum of 1100 USDT and I requested a new withdrawal. 15 minutes later my withdrawal was cancelled and my account got banned, afterwards they gave me a list of reasons why, but they weren't specific about the reason of the ban.

My account was not verified because to my knowledge this is a no-KYC casino, but i don't mind doing it if it means that i can get my balance back.

No bonus was used, and i've used both the casino and the sportsbook.

I've emailed appealing for the ban but no proper proof regarding my ban was given.

Dear didiferreira1122,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. From the forwarded screenshots I understood that one of the possible reasons to block your account was that the casino believed that you registered multiple accounts.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address or payment method?

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

Hello!

No multiaccount was used.

It's just my account, impossible to have other people around me using

NO VPN used

And not the same payment method/email.

Best Regards.

Thank you very much, didiferreira1122, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, didiferreira1122,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite OLE777 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear OLE777 Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Have the player's winnings been confiscated? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 didiferreira1122,

I was in contact with the casino representative recently and received some details. However, the circumstances are still not very clear. Therefore, while I will be waiting for the casino representative's response and additional information, allow me to ask you a few questions to clarify the situation.

From the provided screenshot of your casino account withdrawal history, you withdrew only to a bank account (Bank Central Asia), and the last successful withdrawal was processed in November 2022. There is no pending withdrawal or a USDT withdrawal. Are you please sure that you submitted this complaint with the correct casino account ID/username and email? Do you have another account in the casino?

From what type of games were your winnings or a significant part of your winnings obtained?

Dear didiferreira1122,

We are extending the timer. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, the complaint will be rejected.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru