Sankra Casino - Das Spielerkonto wurde geschlossen.

Hi, after winning on the Hacksaw and Pragmatic slots, I requested a withdrawal of €800 and the casino asked for my documents on May 1st. I uploaded the requested documents that same day.

Today, May 5th, my account was suddenly blocked and I can no longer access it.

I request the casino to pay my total remaining balance of €2,400.

Salve, dopo aver fatto delle vincite alle slot hacksaw e pragmatic, ho richiesto un prelievo da 800 euro e il casino mi ha chiesto i documenti il giorno 1 Maggio. Il giorno stesso ho caricato i documenti richiesti.

Oggi, 5 Maggio, il conto è stato improvvisamente bloccato e non posso più accedere.

Richiedo al casino il pagamento del mio saldo residuo totale pari a 2400 euro.

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Dear Spaffle,

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.

• Can you confirm which verification documents you uploaded on May 1st?
• Did you accumulate your winnings with or without an active bonus?
• Have you previously encountered any issues with your account or withdrawals?

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

Hi Petra,

• I uploaded my ID and proof of residence, as required by the casino
• I accumulated most of my winnings without bonuses
• It was my first time taking Sankra, but I hadn't had any problems before.

Ciao Petra,

• ho caricato il documento d'identità e la prova di residenza, come richiesto dal casino
• ho accumulato la maggior parte delle vincite senza bonus
• era la prima volta che prelevavo da sankra, ma prima d'ora non avevo avuto nessun problema

Dear Petra,

Thank you for reaching out and for the opportunity to provide our position on this complaint.

We have completed a thorough review of the player's account. Following an investigation by our Risk and Compliance team, it was determined that the account was in breach of our Terms and Conditions. Specifically, the investigation identified activity consistent with coordinated bonus abuse, including repeated abnormal Free Spin conversions in violation of our bonus and fair play policies.

In accordance with our Terms and Conditions, the following actions were taken:

- All pending withdrawal requests were cancelled

- Winnings obtained through bonus abuse were confiscated

- The account was permanently closed

These measures are applied consistently to all accounts found to be in breach of our bonus and fraud policies. The decision was made following a formal Risk and Compliance review and is final. We are not in a position to reverse this decision or release the funds in question.

We are unable to provide supporting documentation in this instance, as doing so would require the disclosure of sensitive information relating to third parties involved in the investigation, which we are not permitted to share.

We consider our position on this matter to be clear and fully supported by our Terms and Conditions. We remain available should you require any further clarification.

Best regards,

Sankra Support Team

Dear Sankra Casino,

Thanks for the reply.

I acknowledge your position regarding the alleged violations related to bonuses and free spins. However, I would like to clarify that my request does not necessarily concern the winnings generated by the contested bonuses, but rather the return of my deposits made with real funds.

I understand that the casino may impose restrictions or confiscate any winnings from promotions in the event of a violation of the Terms and Conditions. However, withholding all deposited funds from the player seems disproportionate, especially in the absence of shared concrete evidence or a detailed explanation of the alleged violations.

I therefore kindly request that the casino at least reevaluate the refund of the balance from my net deposits, excluding any promotional winnings that are the subject of the dispute.

I remain available to collaborate and provide any additional clarifications.

Gentile casino Sankra,

Grazie per la risposta.

Prendo atto della vostra posizione riguardo alle presunte violazioni legate ai bonus e ai giri gratuiti. Tuttavia, desidero precisare che la mia richiesta non riguarda necessariamente le vincite generate dai bonus contestati, bensì almeno la restituzione dei miei depositi effettuati con fondi reali.

Capisco che il casinò possa applicare restrizioni o confiscare eventuali vincite derivanti da promozioni in caso di violazione dei Termini e Condizioni. Tuttavia, trattenere integralmente anche i fondi depositati dal giocatore appare una misura sproporzionata, soprattutto in assenza di prove concrete condivise o di una spiegazione dettagliata delle presunte violazioni.

Chiedo quindi cortesemente che il casinò rivaluti almeno la restituzione del saldo proveniente dai miei depositi netti, escludendo eventuali vincite promozionali oggetto della contestazione.

Resto disponibile a collaborare e a fornire eventuali chiarimenti aggiuntivi.

Thank you both for your replies and for providing the previous details, Spaffle.

Dear Spaffle could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Unfortunately, the casino hasn't responded to me privately. They've simply written the same things they wrote here, and they're showing no willingness to cooperate in refunding my balance at this time.

I've attached a screenshot of my balance and pending withdrawals below (unfortunately, I can't access my account, so I don't have a screenshot of my deposits):

I hope you can help me recover my full balance, or at least my deposits. These aren't from winnings from bonuses and free spins, but from money I deposited myself, and I don't think it's fair that they won't be returned to me.

Il casino non mi ha dato altre risposte in privato purtroppo, si è limitato a scrivere le stesse cose che ha scritto qua e non mostra la volontà di collaborare nel restituire il mio saldo, al momento.

Allego qua sotto lo screenshot del mio saldo e dei prelievi in pending (purtroppo non posso accedere al conto e quindi non ho lo screenshot dei miei depositi):

Spero possiate aiutarmi a recuperare il mio saldo per intero o almeno i miei depositi, che non vengono dalle vincite dai bonus e giri gratuiti ma sono soldi che ho depositato di tasca mia e non mi sembra giusto che non mi vengano restituiti.

Dear Spaffle

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sankra Casino representative to join this conversation.

Dear Sankra Casino,

Could you please provide clarification regarding this case? Please include specific behavior with supporting evidence.

Thank you in advance.

Dear Mirka,

Thank you for your message and for giving us the opportunity to further clarify our position regarding this complaint.

Following a thorough investigation conducted by our Risk and Compliance team, it was determined that the player's account displayed activity consistent with coordinated bonus abuse, specifically involving repeated abnormal Free Spin conversions. This constitutes a direct violation of our Terms and Conditions

• Section 7.19 – It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to, minimum risk strategies, structured betting behaviour intended to manipulate wagering requirements, moving between high-risk and low-risk betting patterns after large wins for the purpose of clearing wagering requirements, two-tier betting, and playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards.

for example playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards. By starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit.

• Section 7.20 – Engaging in promotion abuse, fraud, or manipulation is a breach of our Terms, entitling us to void all promotions participated in and confiscate all winnings derived therefrom.

• Section 9.1 – The Website may only be used for personal entertainment purposes. The player's activity was found to involve unfair betting patterns and strategies, including structured betting behaviour inconsistent with normal recreational play, designed to manipulate gameplay dynamics and promotional conditions. This constitutes a material breach of our General Terms and Conditions.

• Section 9.3 – Following our gameplay review, the activity was deemed abusive, giving us the right to revoke promotion entitlements, void winnings, and close the account.

• Section 9.4 – Upon reasonable suspicion of improper activity or breach of Terms, we reserve the right — at our sole discretion — to block the account, cancel pending withdrawals, void winnings, and confiscate the real money balance.

All actions taken against this account — including the cancellation of pending withdrawals, confiscation of the balance, and permanent closure — are fully supported by the above Terms and Conditions, which the player agreed to upon registration.

Regarding the player's request for a refund of deposited funds: as outlined in Section 9.4, in cases of confirmed abuse, we are entitled to confiscate the real money balance of the account. The player's deposits and resulting balance cannot be separated from the abusive activity conducted, and therefore no refund will be issued.

This pattern of behavior is a well-known bonus abuse method and was repeatedly identified throughout the player's activity on the account. Such conduct falls directly within the prohibited practices outlined under Section 7.19 concerning promotion abuse and unfair wagering strategies.

We have screenshot on hand that directly evidence the bonus abusive behaviour detected on this account and are happy to share them with Casino Guru internally.

We consider our position to be fully justified and in accordance with our Terms and Conditions. The decision is final and will not be reversed.

We remain available should you require any further clarification.

Best regards,

Sankra Support Team

I consider the bonus and the balance resulting from my deposits to be two separate matters. I understand that if the bonus has been used in a manner inconsistent with the casino's terms and conditions, you may decide to revoke the bonus and any associated winnings.

However, regarding the actual balance from my personal deposits, I kindly request a refund of the €800 I deposited, so that we can resolve this matter peacefully and fairly for both parties.

Ritengo che il bonus e il saldo derivante dai miei depositi siano due aspetti distinti. Comprendo che, qualora il bonus fosse stato utilizzato in modo non conforme ai termini e condizioni del casinò, possiate decidere di revocare il bonus stesso e le eventuali vincite ad esso collegate.

Tuttavia, per quanto riguarda il saldo reale proveniente dai miei depositi personali, chiedo cortesemente il rimborso degli 800 euro da me depositati, così da poter chiudere la questione in modo pacifico e corretto per entrambe le parti.

Dear Sankra Casino,

I sent you an email with request for further evidence. Please check your inbox and provide the requested evidence at your earliest convenience.

Thank you.

Dear Mirka,

Thank you for your follow-up and for reviewing the screenshot we previously submitted.

We would like to reiterate that the evidence already provided clearly demonstrates the bonus abusive behaviour identified on this account. As outlined in our previous communications, the player engaged in the following prohibited conduct in direct breach of Section 7.19 of our Terms and Conditions:

"Playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards — for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit." 

Upon reasonable suspicion of improper activity or breach of Terms, we reserve the right — to block the account, cancel pending withdrawals, void winnings, and confiscate the real money balance.

We would also like to draw your attention to the fact that this was not the first instance of this behaviour on the player's account. The recurrence of this exact same strategy further confirms that the player was deliberately and repeatedly engaging in this prohibited practice, and not simply playing in a standard recreational manner.

Regarding your request for a full game log in Excel format covering the period from before the bonus activation until account closure, We trust that the screenshot already provided and the explanation of the identified pattern, creates the full picture needed to assess our position.

We remain fully cooperative and available should you require anything further in the meantime.

Best regards,

Sankra Support Team

Dear Sankra Casino,

I would like to remind you, that I haven't yet received the evidence requested in my last email. Please provide it as soon as possible.

We are extending the timer by 7 days. If the casino fails to provide sufficient evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

Thank you for your follow-up.

We need to clarify the bonus abuse behavior and according to it requested proofs, better:

Player is in clear breach of point 7.20 of our T&C which considers prohibited any engage in bonus abuse, more specifically delaying, postponing or intentionally leaving any game round, free spin, bonus feature, gamble feature or similar in-game feature unfinished while having an active bonus.

In the case of this player he claims a bonus, having real money and bonus balance he goes to place a sports bet with his real money, keeping his real balance safe. Then he goes on to use the bonus balance. Once he uses the bonus, he will go to cash out the sports bets previously placed and get his real money back, playing with no risk of losing them, just taking advantage of the bonus.

he used the bonus to play slots, and whenever he activates a bonus round within a game, he will exit the game only to come back to it later when there are no longer bonus wagering requirements in place, only to collect the winnings, which will go directly to his real balance as real cash.

This approach is clearly visible in the screenshot already shared with you, and it represents a well-known and deliberate form of bonus abuse.

Further evidence cannot be provided due to the number of bets that were placed and the extend of information which cannot be downloaded due to security reason.

The player engaged in these gameplay patterns over a very significant period of time, involving more than 200 bets and numerous game rounds. Compiling and sharing documentation for each instance is not operationally feasible.

Furthermore, many of the internal logs and records containing additional examples also include sensitive operational and security-related information that cannot be disclosed or shared.

The screenshot already provided is the most relevant and representative example, specifically demonstrating the player attempting to collect winnings through this prohibited method.

For reference, Clause 7.20 of our Terms and Conditions states that it is strictly prohibited to engage in any promotion abuse, including but not limited to:

• Any and all minimum risk strategies, for example, low risk roulette betting, including any bet spread combination on roulette games covering 24 or more of the 37 unique spots on the table;

• Moving from low weighted or un-weighted games to a high weighted game after large wins for the purpose of clearing wagering requirements;

• Moving from high risk betting to low risk betting after a big win, for the purposes of clearing wagering requirements;

• Delaying, postponing or intentionally leaving any game round, free spin, bonus feature, gamble feature or similar in-game feature unfinished while having an active bonus;

• Completing such rounds or features after the wagering requirements have been met, after the bonus has expired, after the bonus has been forfeited, or after making a subsequent deposit;

• Playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards;

• Any other strategies or activities that we, in our sole and absolute discretion, deem to be abusive.

In accordance with Clause 7.20, and further supported by sections 9.3 and 9.4 of our Terms and Conditions — which grant us the right to revoke promotion entitlements, void winnings, cancel pending withdrawals, confiscate the real money balance, and close the account upon confirmed breach — all actions taken against this account are fully justified.

The player's winnings have been confiscated in their entirety as a direct consequence of the confirmed bonus abuse. As outlined in our earlier communications, the player's deposits and resulting balance cannot be separated from the abusive activity conducted on the account, and therefore no refund of deposited funds will be issued.

We consider our position to be fully evidenced, clearly supported by our Terms and Conditions, and final. We remain available should you require any further clarification.

Best regards,

Sankra Support Team

My deposits are not "inseparable" as you have defined them. Just check my deposit history and you will be able to immediately see how much money I have deposited and proceed with refunding my deposits, which have nothing to do with the winnings or bonuses you have awarded.

I miei depositi non sono "inscindibili" come li avete definiti voi, basta controllare la cronologia dei depositi e potrete subito individuare quanti soldi ho depositato e procedere con il rimborso dei miei depositi, che non c'entrano nulla con le vincite o con i bonus da voi assegnati.

Dear Spaffle,

We reviewed information and screenshot provided by the casino, and while we understand there might be a reason for the casino to justify your account closure and confiscation of funds, we are unable to conduct a independent and informed evaluation of the case with what we have received. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to cooperate in providing the requested evidence, we will reopen the complaint and notify you by email.

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

Best regards,

Mirka

Casino Guru