Elcarado Casino - Das Konto des Spielers wurde gesperrt.

Hello, I am currently playing at Casino Elcarado, but I cannot continue playing because FULL ACCESS has been RESTRICTED to my account. What can I do now?

Sincerely yours

Maria R ***

Hallo, ich spiele gerade im Casino Elcarado , kann aber nicht weiter spielen da bei meinem Konto der VOLLER ZUGRIFF EINGESCHRÄNKT wurde. Was kann ich jetzt machen?

Mit freundlichen Grüßen

Maria R***

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you receive any error messages when you try to log in? Is the disputed amount (€145) being held by the casino?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Do I understand correctly, that you couldn't finish the wagering requirements due to being restricted? Could you please specify, which bonus did you play with?

Hello Kristina,

Yes that's true. I can no longer meet the wagering requirements. Also only had

about € 400 that I had to convert. I played with the Wednesday bonus. There was 100% and the wagering requirement was 50X the wagering amount.

Best regards

Maria

Hallo Kristina,

ja das stimmt. Ich kann die Wettanforderungen jetzt nicht mehr erfüllen. Hatte auch nur noch

ca.400€ die ich umsetzen musste. Ich habe mit dem Bonus -Mittwoch gespielt. Es gab 100% und die Wettanforderungen waren 50X den Betrag umsetzen.

Schöne Grüße

Maria

Thank you very much Maria for your cooperation will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Maria,

I'm taking over your complaint. I will contact the casino and see what can be done.

Hi Maria, that was a very bad idea to register a new account. You can only have one account per casino. Let's just wait and not do anything for a while until we get a reply from the casino.

Hi Peter,

I have not registered again. I only noticed that I could have re-registered.

Hallo Peter,

ich habe mich nicht neu registriert. Ich habe nur festgestellt das ich mich hätte neu registrieren können.

Hello Maria, that's good. Registering a new account would only complicate things.

We would like to ask the Elcarado 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Maria,

I reminded the casino of your complaint by Skype, the contact person changed. I hope it will help and they will reply soon.

Hi Maria,

I chatted with the casino rep again. I was informed that the casino stopped providing services in Germany and therefore granted you a bonus worth €100 to your account in Lapalingo Casino. Can you confirm this please?

Hi Peter,

Yes that's true. I logged into Lapalingo Casino and actually received € 100. I'm excited.

Hallo Peter,

ja, das stimmt. Ich habe mich bei Lapalingo Casino eingeloggt und tatsächlich 100€ erhalten. Ich bin begeistert.

Hi Maria,

I'm glad to hear that. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter