Eldoah Casino - Das Spielerkonto wurde eingefroren.

I was treated unfairly at Eldo Casino. I tried to deposit money via bank transfer, but the transaction was canceled and I deposited in cryptocurrency instead. I received a bonus and placed a 1:1 bet on Evolution's HighLow, but when I tried to withdraw the money, it remained in processing status. When I requested an explanation, I received an email saying that the relevant department was investigating, and subsequently my account was frozen and my withdrawal was refused. Furthermore, I was also accused of money laundering. I had placed a 1:1 bet without realizing that HighLow was a low-risk bet.

This is not a banned game. Furthermore, I haven't committed any violations. I'm being treated unfairly simply for playing the game fairly.

Here is the email.

Our fraud detection system (AI) and investigations by relevant departments have revealed that your account's play history is highly likely to violate these Terms of Service. [Detected activities] - Repeated deposits and withdrawals that appear to be intended to circulate funds using the payment system - Repeated low-risk bets intended to withdraw the same amount as the deposit (1x) - Deliberate actions that deviate from normal gameplay and are intended to gain unfair profits We have determined that these activities constitute "misuse of payment services" and "abuse of bonuses and promotions" that are not intended for pure gameplay. By sending this email, we have taken the following actions against your account. According to our Terms of Service: 15.10 When using our casino bonuses and promotions, it is prohibited to deviate from normal gameplay, abuse game mechanics, or engage in deliberate fraud using external services. If the casino determines, at its sole discretion, that these activities constitute fraud or deception, it reserves the right to forfeit any bonuses and winnings from the account in question, and in the worst case, to forfeit funds and restrict all services. Therefore, your account will be permanently frozen. Thank you for your understanding.

Please unfreeze my account and allow me to withdraw my funds.

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Dear cbcb400ss,

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.?
• Have you ever made a withdrawal at this casino?
• Is it possible to forward me your betting and gaming history, please?

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

Petra

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

This is a live game. I played HiGH&LOW by Evolution Gaming.

Have you ever made a withdrawal at this casino?

Of course, I was able to withdraw the money last time.

Is it possible to forward me your betting and gaming history, please?

I couldn't take a screenshot of the game history. When I asked the casino about my gameplay, they only gave vague and evasive answers.

Addendum: When I played High & Low, I started with a King card and repeated this 4-5 times. Of course, I bet at least more than 1x. The King card was the 12th card and the 13th card was an Ace. Also, if the same card comes up again, I lose. I don't think this can be called low risk.

To the CasinoGuru investigators: My account has been successfully unfrozen and my withdrawals have been completed! After numerous email inquiries and resubmission of KYC documents, my account was finally unfrozen! Thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear cbcb400ss,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra