Sankra Casino - Das Spielerkonto wurde nicht geschlossen.

I suffer from a serious gambling problem and opened this account on Sankra in the midst of a severe relapse, in a state where I cannot control my impulses towards gambling.

On July 28, after becoming aware of the situation, I immediately contacted Sankra's customer service to request the permanent and immediate closure of my account, clearly expressing my addiction condition and my inability to control myself.

Under any international Responsible Gaming standard, the mention of the word gambling addiction or the confession of an addiction problem obliges the platform to freeze and block the account automatically and immediately to protect the vulnerable player and prevent further harm.

However, the casino failed in its duty of protection:

Instead of applying the preventative block immediately, support (Eren) sent me an email asking me to write another message to the VIP department ( vip@i.sankra.com ) to "process" the closure.

After submitting my initial application on the 28th and losing the money I had left, I entered a state of deep depression and anxiety, so I turned off and stopped looking at my mobile phone completely.

Today, upon receiving my payroll and verifying that the casino never froze my access, my lack of control over my illness led me to re-enter the active platform, losing a total accumulated amount of €1,719.

I want to emphasize that Sankra is exactly the same as Mafia Casino (they share the same interface, the same platform structure, and the same support format).

I request a full refund of the €1,719 deposited after my gambling addiction notice of July 28, as well as the urgent, definitive and irreversible ban and blocking of my account at Sankra and any other casino on the same platform.

Padezco un problema grave de ludopatía y abrí esta cuenta en Sankra en medio de una fuerte recaída, en un estado en el que no puedo controlar mis impulsos hacia el juego.

​El pasado 28 de julio, tras tomar conciencia de la situación, contacté inmediatamente con el servicio de atención al cliente de Sankra para solicitar el cierre permanente e inmediato de mi cuenta, expresando claramente mi condición de adicción y mi incapacidad de autocontrol.

​Bajo cualquier estándar internacional de Juego Responsable, la mención de la palabra ludopatía o la confesión de un problema de adicción obliga a la plataforma a congelar y bloquear la cuenta de forma automática e inmediata para proteger al jugador vulnerable y evitar un daño mayor.

​Sin embargo, el casino omitió su deber de protección:

​En lugar de aplicar el bloqueo preventivo en ese mismo instante, el soporte (Eren) me envió un correo pidiéndome que redactara otro mensaje al departamento VIP (vip@i.sankra.com) para "tramitar" el cierre.

​Tras enviar mi solicitud inicial el día 28 y haber perdido el dinero que me quedaba, entré en un estado de profunda depresión y ansiedad, por lo que apagué y dejé de mirar el teléfono móvil por completo.

​Hoy, al ingresar mi nómina y comprobar que el casino jamás llegó a congelar mi acceso, la falta de control sobre mi enfermedad me llevó a entrar de nuevo a la plataforma activa, perdiendo un total acumulado de 1.719 €.

Quiero destacar que Sankra es exactamente igual a Mafia Casino (comparten la misma interfaz, la misma estructura de plataforma y el mismo formato de soporte).

Solicito el reembolso íntegro de los 1.719 € depositados posteriormente a mi aviso de ludopatía del 28 de julio, así como el baneo y bloqueo urgente, definitivo e irreversible de mi cuenta en Sankra y en cualquier otro casino de su misma plataforma.

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Stay safe.

Dear ncp96,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@sankra.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please advise whether you sent the self-exclusion request to the email address listed in the Responsible Gambling policy? Please forward all account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

I sent you the screenshots, let me know if you need anything else.

Te mande las screens, cualquier cosa que necesites me indicas

Hi Kristina, I just sent an email to your address ( kristina.s@casino.guru All the aforementioned evidence, including the VIP Manager's offer of bonuses/cashback after I confessed my addiction, my rejection email, and Sankra's direct connection to the Mafia Casino network. Regards.

Hola Kristina, te acabo de enviar a tu correo electrónico (kristina.s@casino.guru) todas las pruebas mencionadas, incluyendo la propuesta de la VIP Manager ofreciéndome bonos/cashback tras declarar mi adicción, mi correo de rechazo y la vinculación directa de Sankra con la red de Mafia Casino. Un saludo.

Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Do I understand correctly that you informed the casino about your gambling addiction for the first time on July 28?
• Do you still have access to your casino account? If you don't, when exactly was the account closed?
• When did you make the last successful deposit, please?

Thank you in advance.

Hi Kristina,

Thank you for following up. I'm answering your questions to provide a detailed timeline of the case:

Did I report the addiction for the first time on July 28th?

Yes, on July 28th I first notified customer service of my serious gambling addiction problem and my inability to self-control, requesting the permanent and immediate closure of the account.

Do I still have access to the account and when exactly was it closed?

I no longer have access. The account remained active negligently for several days, allowing me to continue making deposits. It was finally blocked after I filed this complaint with Casino Guru.

When did I make my last successful deposit?

I made the last deposit in the early hours of July 30th (around 2:00 AM). All the deposits totaling the €1,719 claimed were made after my initial notification on July 28th, and more than 24 hours passed without the casino applying the preventative block required by its own policy.

I remind you that I also emailed you proof where the casino's VIP Manager offered me bonuses and 15% cashback to encourage me to continue playing after my warning.

diction.

Hola Kristina,

​Gracias por tu seguimiento. Respondo a tus preguntas para detallar la línea de tiempo del caso:

​¿Informé sobre la adicción por primera vez el 28 de julio?

Sí, el 28 de julio notifiqué por primera vez a atención al cliente mi problema grave de adicción al juego (ludopatía) y mi incapacidad de autocontrol, solicitando el cierre permanente e inmediato de la cuenta.

​¿Sigo teniendo acceso a la cuenta y cuándo se cerró exactamente?

Ya NO tengo acceso. La cuenta permaneció activa de forma negligente durante varios días, lo que me permitió seguir realizando depósitos. Finalmente fue bloqueada tras la presentación de esta queja en Casino Guru.

​¿Cuándo realicé el último depósito exitoso?

Realicé el último depósito durante la madrugada del 30 de julio (alrededor de las 02:00 h). Todos los depósitos que suman los 1.719 € reclamados se realizaron con posterioridad a mi aviso inicial del 28 de julio, habiendo transcurrido más de 24 horas sin que el casino aplicara el bloqueo preventivo que exige su propia política.

​Te recuerdo que también te envié por correo electrónico la prueba donde la VIP Manager del casino me ofrece bonos y un 15 % de cashback para incitarme a seguir jugando tras mi aviso de a

dicción.

Dear ncp96,​

We acknowledge that there was a delay in processing your self-exclusion request, and the casino did exceed your expected timeframe for applying the account closure.​

However, it is important to note that you made deposits only in the first few days after submitting your self-exclusion request. As is the case with many casinos, self-exclusion requests are manually processed by the relevant departments, which requires time to ensure they are handled properly and with due care. Unfortunately, your deposits were made during this processing period, before the casino had the opportunity to take action.​

As a result, the casino cannot be held responsible for these funds. Therefore, you are not eligible for a refund of the deposits in question. ​

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

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