Betinia Casino - A conta do jogador foi encerrada e os ganhos não foram pagos.

I am making a complaint because my account was closed based on an allegation that I had violated term 3.2 from the terms and conditions section of the site.

However, I am not from any of the countries mentioned in the aforementioned term.

I had submitted the documents that were requested and they were approved, but I received an email stating that the verification had not been approved and they only refunded the deposit amount. I would like to receive the amount of my winnings as I did not break any rules.

Estou reclamando pois minha conta foi encerrada sob o alegamento de que teria ferido o termo 3.2 da aba de termos e condições do site.

Porém não sou de nenhum dos paises citados no termo dito.

Havia enviado os documentos que foram pedidos e eles foram aprovados, mas recebi um email dizendo que a verificaç´ão não tinha sido aprovada e me devolveram apenas o valor do deposito. Gostaria de receber o valor dos meus ganhos pois não quebrei nenhuma regra.

Dear GustavoTDS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you clarify why the casino thinks you might be from a restricted country? Were there any specific indications or suggestions?
• Have you previously received any winnings from this casino?
• Did you ever use a VPN to change your location during an ongoing gaming session?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I never used a VPN and it was also not clear why they thought I was from a restricted country.

I am Brazilian, I sent the documents that are from Brazil and Brazil is a country authorized to use the website.

I did not receive any winnings, only the amount I deposited.

Nunca usei VPN e também não foi esclarecido o porque eles pensaram que eu era de algum país restrito.

Sou Brasileiro, enviei os documentos que são do Brasil e o Brasil é um país liberado para usar o site.

Não recebi nenhum ganho, apenas o valor que depositei.

Thank you very much, GustavoTDS, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you GustavoTDS for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betinia Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for reaching out.

Please be informed that we sent an email to peter.c@casino.guru. Looking forward for your reply!

Best regards,

Betinia.com

Thank you Betinia Casino Team for providing the information.

Dear GustavoTDS, the casino has provided us with evidence that we believe justifies the steps the casino has taken. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.