Sankra Casino

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."

Dear AskGamblers Complaints Team,

I would like to file a complaint regarding the verification process and the repeated rejection of my proof of address documents by the casino.

The casino requested documents to verify my residential address. I have submitted the required documents more than ten times. Each submission was rejected on the grounds that the image quality was allegedly insufficient.

However, all information in the documents is clearly readable, including my name, address, dates, and all other relevant details. The casino has not provided any specific explanation regarding which parts of the documents are supposedly unreadable or what exactly needs to be improved.

I have already provided the best possible photos that I can obtain with my current mobile phone. Unfortunately, I do not have access to a better camera. Despite this, the documents remain fully legible and should be sufficient for verification purposes.

I believe that repeatedly rejecting the same documents without providing clear and specific reasons is unreasonable and effectively prevents me from completing the verification process and accessing my funds.

I respectfully request that this matter be investigated and that the casino be required to:

Provide a detailed explanation of why the submitted documents are being rejected.

Specify which information is allegedly unreadable.

Accept the documents if all required information is visible and legible.

Complete the verification process and allow me to withdraw my funds without further unnecessary delays.

I am prepared to provide all correspondence with the casino to support my complaint.

Thank you for your assistance.

Kind regards,

< full name removed >