KheloStar Casino - Акаунт гравця заблоковано після запиту на зняття коштів.

I have placed withdrawal of 2809, 100, 100, 100, 100, 500 on 2nd april on khelostar , they ask for document , i have provided what they ask , then they said wait for 24-48 hour , after 48 hour ill contact to khelostar , then they block my account and nothing to say why my account blocked , and didn't responding my calls and chat and also they not give my withdraw yet.

Dear laxmivasava2244,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KheloStar Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance 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,

Tomas

4th april in night my account was blocked when i m trying to login it show that your account has been blocked i play mostly aviator and i didn't get any update about my withdrawals

They didn't pick up my call and chats also whenever i m trying to reach they cut the call and blocked me

Could you please share your attempts to communicate the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear laxmivasava2244,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don't have chats history but i have outgoing calls history

Thank you very much, laxmivasava2244, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 laxmivasava2244,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite KheloStar Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

I have tried to contact the 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 Gaming Curacao Authority (https://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru