BTC365 Casino - A conta do jogador foi encerrada sem aviso.

Hello. Suddenly I couldn't log into my account. As it turned out, they allegedly switched to VIP Invitation Only.

There were no warnings about this on the website. They simply blocked access to clients' money. When asked how to regain access to accounts, their support says to wait until they migrate to a new platform. after three weeks they simply stopped responding to letters. Total scam

Dear timber,

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.

• Could you please clarify the dispute value (₮200)? Was this amount of money in your casino account before you lost access to it?
• Did you accumulate your winnings with or without an active bonus?
• When exactly did you notice that you cannot log into your account?

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

Best regards,

Kristina

I was unable to log into my account on January 20, at that time there was already an amount of about 200 usdt accumulated. I didn't use any bonuses

Thank you very much for your reply, timber. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear timber,

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.

Thank you very much, timber, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello timber,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BTC365 Casino to join the conversation and participate in the resolution of this complaint.

Dear BTC365 Casino,

Can you please advise how the player can access their balance from before the casino switched to VIP only?

Kind regards,

Adam

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 Timber,

I have still received no reply from the Casino, but I have found additional contact information so I will try to reach them one more time.

If there is still no response, the complaint will be closed as previously mentioned.

Kind regards,

Adam

Dear Timber,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/contact/). Complaints are usually submitted to this regulator via the license validator seal on the casino website, but BTC365 Casino seems to have removed it. I therefore recommended contacting the regulator directly and informing them of this. Please let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam