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Hello

I registered there on 2nd April 2024, I played a little with 200$ deposit and my account had 465$ balance, I did not login since month and today when I wanted login I notice that my account is permanently closed. After contacting live support they told me reason of this is "management decision"

They literally stole 465$ from my pocket without even explaining the reason.

Dear guerrazzi,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what games you played with your deposit? Were they slots, live casino games, or did you participate in sports betting?

Could you kindly advise if you accumulated your winnings with or without an active bonus?

Have you passed the full KYC verification?

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

Best regards

Veronika

Dear guerrazzi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, Sorry for the delayed response.

--Could you please specify what games you played with your deposit? Were they slots, live casino games, or did you participate in sports betting?

Sports betting and roulette

--Have you passed the full KYC verification?

Casino never requested any KYC, if they would request it I would like to pass it but they just closed my account.

Thank you very much, guerrazzi, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear guerrazzi,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetOnline Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetOnline Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear guerrazzi,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license or a license which validity is not verifiable, and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo