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Karjala - Blocked account

Ruling

Resolved - Both the submitting complainant and Karjala Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Karjala Casino Review.

Player's Complaint

I was playing my bonus amount, when they suddenly blocked my account. Total amount in that moment was over 1000€ and it looked like i was winning something.

I guess that was reason for that why they block my account.

I asking why they block me and first they say that it's only incidental checking. But later they say that my account is permanently blocked.

I asking reason but they can't say why..

They just say that they have permission to block my account if they want, even they can't say which rule i have violated.

This sounds cheating in my opinion, because they can arbitrarily block account if customer have winning something and then say "we don't know why we block you, but we have permission to do that".

Regards,

Read the casino review

12 Responses

ThePOGG
May 15, 2020

Hi jtapsa - welcome to ThePOGG.com!

As we are the ADR for the MT Secure Trade license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Jtapsa
May 18, 2020

Sounds good and thanks for helping! Best, [EDIT]

ThePOGG
July 28, 2020

Hi Jtapsa,

Our understanding is that your balance will be paid out to the payment method you last used to fund your account. We would appreciated it if you could confirm when you receive your funds.

Thanks,

ThePOGG

ThePOGG
August 6, 2020

Hi Jtapsa,

Have you received your funds?

Thanks,

ThePOGG

Jtapsa
August 12, 2020

Hi, No I haven't :/ Best, [EDIT]

ThePOGG
August 18, 2020

Hi Jtapsa,

Can you provide a bank statement showing your full name, surname, BIC Code and IBAN?

Thanks,

ThePOGG

Jtapsa
August 20, 2020

Hi, Sure! Do I send it to you via email? If yes, can I get your email address. Thanks, [EDIT]

ThePOGG
August 20, 2020

Hi Jtapsa,

You can send it to [email protected].

Thanks,

ThePOGG

Jtapsa
September 2, 2020

Did you received my email (I send it over week ago) If so, was those documents right? Thanks, [EDIT]

ThePOGG
September 25, 2020

Hi Jtapsa,

The operator has informed us that you should now have received your funds. Can you confirm?

Thanks,

ThePOGG

Jtapsa
September 28, 2020

Yes, I received those funds. Thanks for helping! [EDIT]

ThePOGG
September 28, 2020

Hi Jtapsa,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

Jtapsa consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Karjala Kasino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

May 15, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.