Sporttyp Casino - Das Konto des Spielers wurde gesperrt.

Dear Hlavsova,

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 clarify when was your account opened and when was it closed?
• Do I understand correctly that you passed the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

If you still need any information, I'd be happy to provide it. Just please help me, I have a lot of money on this sporttyp.

I'm asking, can you write a complaint to the casino and they'll give you an answer? I don't know what to do...

It's just very strange that when I tried to register with my brother yesterday, his email didn't even receive a verification email, which I normally receive right after the initial registration. The casino doesn't respond to emails at all (I've already sent about 10), it doesn't communicate at all, so I don't know if it even deals with new players, who probably don't receive a verification email, so they can't register... I don't understand it at all... Thank you for the answer, I'm terribly nervous, I have a large part of my savings there

Jen je velice zvláštní, že když jsem včera zkoušel s mojim bratrem udělat registraci, tak na jeho email nepřišel ani žádný verifikační email, který mi přišel normálně hned po prvotní registraci. To Kasino vůbec neodpovídá na email ( poslala jsem jich už asi 10 ) , vubec nekomunikuje a tedy nevím zda vůbec řeší připadně nové hráče, kterým tedy asi nepřichází verifikační email, takže se nedá registrovat...Vubec tomu nerozumím...Děkuji za odpověď, jsem strašně nervozní, mám tam velkou část z mojich úspor

Can I please ask how my complaint is going??? I'm really scared 😩😩😩

Mohu se prosím zeptat jak to vypadá s mojí stížnosti??? Mam velký strach 😩😩😩

Can I please know what my complaint is about? I'm very scared, no one will answer.

Thank you for your reply, Hlavsova. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently handle over 1,100 active complaints, and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Now let's get back to your complaint. Do I understand correctly that you haven't received any explanation regarding the blocked account? When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I sent you an email..

Dobrý den, poslala jsem Vám email..

Thank you very much, Hlavsova, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

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

I would now like to ask Sporttyp Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hello, thank you very much. 🙏 Is this what you are asking for please? No one has written to me at all in the whole time and I am terribly afraid for all the money I have there. I don't know what to do. Have a nice day

Dobrý den, moc děkuji. 🙏 Toto požádáte vy prosím? Me vubec nikdo za celou dobu neodepsal a mam strašný strach o tolik peněz které tam mam. Nevim, co mam dělat. Hezky den

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.

Hello, has the casino responded to you yet? They haven't responded to me at all and 250,000 CZK is an awful lot of money that I'll lose if they simply block it and don't pay it out????

Dobrý den a odpovědělo Vám kasino nějak už? Mě totiž vůbec neodpovídá a 250.000 Kč je strašně moc peněz o které přijdu tím, že mi to prostě zablokují a nevyplatí????

Dear Hlavsova,

I have tried to contact the Sporttyp 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 Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) 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