Complaint #4 Sankra Casino

Failure to Enforce SelfExclusion for Declared Gambling Addiction and Predatory VIP Retention Practices

By Nuria C.

2 weeks ago

I am filing an urgent complaint against Sankra Casino due to a severe and documented breach of Responsible Gambling regulations, and predatory practices targeting a player with a self-declared gambling disorder.

1. Initial Request for Self-Exclusion (July 28, 2026):

On July 28, 2026, I sent an email to Sankra Support explicitly stating that I suffer from gambling addiction ("ludopatía") and requested an immediate self-exclusion/ban. Responsible gambling standards dictate an immediate temporary block upon receiving such a statement.

2. Repeated Delays & VIP Retention Protocol:

Instead of blocking my account, the casino sent multiple responses acknowledging my request to close the account but refused to act immediately. They claimed that because I was a "VIP customer," I was required to send a separate request to [email protected]. Even when I challenged this policy on July 29 stating that their terms do not allow delaying closure, they refused to ban me. As a direct result of this negligence, I suffered immediate financial losses. I also explicitly submitted self-exclusion requests directly to the VIP account managers, which were completely ignored.

3. Immediate Financial Claim (July 30, 2026):

On July 30, I confronted support via email, stating that due to their refusal to process my self-exclusion on the 28th, I relapsed and lost €1,719, which I formally claimed back.

4. Aggressive VIP Targeting and Relapse Exploitation (August – September 2026):

Despite my explicit self-exclusion requests on July 28, July 30, August 31, and September 14:

My VIP Manager ("Lucía") repeatedly called my phone on August 19, offering "special gifts" to convince me to play.

She credited a 100% deposit bonus up to €1,000 to entice me to deposit again.

On another occasion, a VIP manager offered a 100% refund bonus of past losses with 1x wagering if I withdrew my formal complaint. Due to my severe gambling disorder, I succumbed to these predatory tactics and relapsed, suffering total losses exceeding €5,000.

Requested Solution:

Permanent Exclusion: Immediate and permanent closure of all accounts across Sankra Casino, MafiaCasino, and all affiliated brands.

Full Refund of Deposits: A full refund of the €5,000 deposited and lost after my initial explicit self-exclusion request on July 28, 2026, due to the casino's systematic failure to implement player protection controls.

EVIDENCE SUMMARY & TRANSLATIONS:

Proof 1 (July 28, 2026 - Initial Self-Exclusion Request):

Original (ES): "Solicito un baneo por problemas de ludopatia"

Translation (EN): "I am requesting a ban due to gambling addiction problems."

Proof 2 (July 28, 2026 - Casino Refusal/VIP Delay):

Original (ES): "Como usted es un cliente VIP, por favor envíe un correo electrónico a Sankra VIP Support a [email protected]..."

Translation (EN): "As you are a VIP customer, please send an email to Sankra VIP Support at [email protected]..."

Proof 3 (July 29, 2026 - Player Challenge):

Original (ES): "Según sus terminos y condiciones esto no funciona asi"

Translation (EN): "According to your terms and conditions, this is not how it works."

Proof 4 (July 30, 2026 - Initial Refund Claim of €1,719):

Original (ES): "Os he suplicado que me baneéis porfavor, ignorasteis mi solicitud de baneo... acabé jugando 1719 euros, los cuales os reclamo..."

Translation (EN): "I begged you to ban me please, you ignored my ban request... I ended up playing 1,719 euros, which I am claiming back..."

Proof 5 (August 19, 2026 - VIP Aggressive Retention):

Original (ES): "He intentado llamarte personalmente porque tengo una noticia... 3 regalitos especiales para ti."

Translation (EN): "I tried calling you personally because I have news... 3 special gifts for you."

Proof 6 (VIP Bonus Enticement):

Original (ES): "...ya tienes acreditado en tu cuenta un bono del 100% para tu próximo depósito, hasta 1.000 €."

Translation (EN): "...you already have credited to your account a 100% bonus for your next deposit, up to €1,000."

Proof 7 (August 31, 2026 - Demanding Ban & Refund):

Original (ES): "Quiero un baneo permanente y un reembolso por permitirme jugar aun habiendo dicho lo de mis pedidos del juego."

Translation (EN): "I want a permanent ban and a refund for allowing me to play even after I stated my gambling issues."

Proof 8 (September 14, 2026 - Final Ban Demand):

Original (ES): "Solicito el baneo de su plataforma por ludopatía, no quiero mas correos quiero cerrar ya la cuenta"

Translation (EN): "I request a ban from your platform due to gambling addiction, I don't want more emails, I want to close the account now."

Disputed Casino Sankra Casino

Reason Self-exclusion

Amount €5000

Discussion

71 hours left for Sankra Casino to respond.

ncp54

• Spain

1 day ago

Hello AskGamblers team and Sankra Casino representative,
I reject the updated 1,500 € offer.
Furthermore, the financial breakdown and totals provided by the casino in their latest statement are completely erroneous and misleading. They attempt to frame a partial picture, ignoring the true scale of my deposits—which exceed 12,000 €—accumulated precisely because they systematically failed to enforce my repeated self-exclusion requests.
In their own statement, the casino admits a critical operational failure: "This message was not received by our team, so the request was not processed at that time." This explicitly confirms their negligence in failing to process my account closure.
While they try to use messages sent during my relapses—moments of severe vulnerability where their VIP team continuously targeted me with retention offers and cashback deals—to justify their actions, the core issue remains unchanged: my explicit requests to stop were mishandled and ignored, leading to massive financial losses.
I maintain my fair and reasonable settlement request of 5,000 €. I kindly ask the AskGamblers mediation team to review these erroneous totals and this explicit admission of unprocessed closure requests.
Kind regards,
Nuria

Sankra Casino

• Representative

1 day ago

Dear Nuria and AskGamblers Team,

Thank you for your patience and for your detailed messages. We would like to clarify our position and share an updated proposal.

Account closure procedure

Account closure requests can only be processed when they are submitted by email. Your request of 28 July was received, and your account was closed on 31 July.

Your contact with us after the closure

On 6 August you contacted us through live chat and wrote that you wished to reopen your account and receive the cashback, that you had withdrawn your claims, and that you had control over your level of play. After the account was reopened, you contacted us again asking for bonuses and cashback. You wrote that you were waiting for the weekly cashback you had not received, and also: “I’ve made over 800 in two days and I’d like a large no deposit bonus.”

Later, you contacted us again and asked for the account to be closed. This message was not received by our team, so the request was not processed at that time. This is why we put forward an offer.

Financial summary from the date of the closure request

Withdrawals: €3,000.00
Deposits: €5,330.00
Bonuses received: €372.00
Funds released: €1,391.40

Our updated offer

Because we want to resolve this matter as quickly as possible, and to show that we take it seriously, we have reconsidered our previous offer. We are now prepared to offer you a refund of €1,500 EUR.

This offer is based on a full review of the withdrawals, deposits and bonus records on your account. Given those records, no further offer will be made. This is our final offer for this case.

Kind regards,
Sankra Casino Team

ncp54

• Spain

4 days ago

Hello AskGamblers team and Sankra Casino representative,
I reject the 1,000 € offer. While the casino acknowledges the situation, they completely omit the core issue: my self-exclusion requests due to a severe gambling addiction were systematically ignored, and instead of closing my account, their VIP managers aggressively targeted me with bonuses and phone calls to induce relapses.
Labeling this as "paid entertainment" does not waive their legal and ethical obligation to protect a vulnerable player who begged to be banned multiple times. The losses accumulated directly result from their systemic failure to honor self-exclusion.
I am acting in good faith by requesting 5,000 €, which is far less than the total damage caused by their predatory retention tactics. Therefore, I formally request the AskGamblers Complaints Team to step in and assist with the mediation of this case to reach a fair resolution.
Kind regards,
Nuria

Sankra Casino

• Representative

4 days ago

Hello Nuria,

Thank you for provided documentation, your account is verified now. We understand that this has been a stressful situation, and we are sorry for the frustration you have experienced. We take every report of gambling-related difficulties seriously.

Your account history

We would like to clarify the sequence of events on your account:

Following your request, your account was closed on 31 July.
Following your last account closure request, a withdrawal of €3,000 was processed and paid to you.
After that, you contacted us and asked for the account to be reopened. We processed this request, and the account was reopened on 10 August.

We also want to remind you that when you first asked for closure, we informed you about the responsible gambling tools available, such as cooling-off periods and temporary breaks. Account closures are handled through our internal verification procedures, which is why they are not always completed at the moment of the request.

The nature of our service

We would also like to clarify the nature of the service provided on our Website. When you register and play with us, you do so with the understanding that our platform offers a form of entertainment, for which the Company charges through the odds, margins, and commissions built into our services. This is not a free service. The funds you deposit and use to place bets are exchanged for that entertainment, in the same way a customer would pay for any other leisure activity. It is important that this is clearly understood, as it underpins the basis on which our Refund Policy has been applied to your case.

Our position on the refund

Your refund request was reviewed under Section 6.6 (Refund Policy) of our Terms and Conditions:

6.6.1 “You acknowledge and agree that the Company generally offers no refunds of the funds deposited to your account. However, we may consider a refund in exceptional circumstances, including technical problems with our Website or the payment instruments.”

6.6.2 “No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.”

The deposits you are referring to were used to place bets, so under our standard policy they cannot be refunded in full. We are therefore unable to approve the total amount you requested.

Please also note that during your time with us you received bonuses from the Company totaling €4,231.60, which were credited to your account and available for you to play with. In addition, as mentioned above, a withdrawal of €3,000 was paid to you following your last closure request.

Our offer

We would still like to resolve this matter fairly. As a gesture of goodwill, and without any admission of liability, we are prepared to offer you a partial refund of €1,000. This is our final offer for this case.

If you wish to accept, please confirm in this thread and we will explain the next steps for the payment.

Kind regards,
Sankra Support Team

Sankra Casino Complaint Stats

Resolved 1 / 1

Avg. Amount $120

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Complaint Status

71h left

€5,000

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