Betlive Casino - A retirada do jogador foi adiada e a conta limitada.

I opened an account with this casino. I deposited a total of 180 euros over several transactions, placed bets totaling 2,860 euros with winnings, and made several withdrawals until the account was limited to cents when I had 418.84 euros remaining.

I attempted to withdraw that amount after having already verified my account, but the casino rejected the withdrawal and performed a reverse withdrawal, making it appear as though that withdrawn money was deposited by me.

When I asked why my withdrawal was rejected, they told me that I had deposited that amount and must bet it before withdrawing. However, what they actually did was reject my withdrawal and count it as a deposit made by me, which I did not make. Additionally, since they have limited my account to cents, I am unable to place bets either.

Me abri una cuenta en esta casa. He depositado en varios depositos 180 euros, aposte con ganancias en varias apuestas la cantidad de 2860 euros,hice varios retiros , hasta que la cuenta fue limitada a centimos cuando tenia 418.84 euros.

Realice el retiro de esa cantidad, habiendo ya verificado mi cuenta y lo que hizo esta casa fue rechazarme el retiro y hacerme un retiro inverso, para que quede que ese dinero retirado ha sido depositado por mi.

Cuando pregunte sobre porque se me ha rechazado ese reintegro,me dicen que yo he depositado esa cantidad y que la tengo que apostar para poder retirar,cuando lo que han hecho ellos es rechazarme el retiro y contarlo como que lo he depositado yo,cuando yo no he hecho ese deposito. Ademas como me han limitado la cuenta a centimos no me permiten apostar tampoco

Dear robentt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betlive Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account restricted in this way? 
• How did the casino communicate its decision to restrict your account? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino when trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Could you please tell me how long you were a player at the casino and when exactly your account was restricted in this way?

• The account was opened in early December 2024

How did the casino communicate to you their decision to restrict your account?

• They didn't tell me anything at all, they just rejected the withdrawals I made.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

• Sports betting and roulette

Did you reach your current balance with the help of a bonus?

• Do not apply for any bonus

Could you please share with me your communication with the casino when trying to resolve the issue? Please send me emails or chat transcripts to my email at , or post screenshots here

• I did not save the chat with the casino, but I did copy the answers they gave me:

"I just explained to him that this is a file from January 19th that was added and he can't delete it, that's our rules!

You cannot withdraw this amount - you have to play it through - these are our terms and conditions.

You bet the amount I told you to be able to withdraw and there is nothing else we can do at the moment.

If you bet what you have to bet it will be fine. The problem is that you have to bet the deposit if you don't bet that amount we can't help you"

• What they are talking about in the file from January 19th is a withdrawal that I made, but they rejected it and counted it to me the other way around as a deposit, which means that they require me to bet that amount again in its entirety in order to withdraw it.

¿Podrías indicarme durante cuánto tiempo fuiste jugador del casino y cuándo exactamente se restringió tu cuenta de esta manera?

• la cuenta fue abierta a principios de diciembre del 2024

¿Cómo le comunicó el casino su decisión de restringir su cuenta?

• no me comunicaron absolutamente nada,solo rechazaron los retiros que realice

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

• apuestas deportivas y ruleta

¿Lograste tu saldo actual con la ayuda de un bono?

• no solicite ningun bono

¿Podrías compartir conmigo tu comunicación con el casino al intentar resolver el problema? Envíame correos electrónicos o transcripciones de chats a mi correo electrónico en tomas@casino.guru , o publique capturas de pantalla aquí

• no guarde el chat con el casino,pero si copie las respuestas que me dieron:

"Acabo de explicarle que se trata de un archivo del 19 de enero que se ha añadido y que no puede eliminarlo, ¡esas son nuestras normas!

No puedes retirar esta cantidad - tienes que jugarla - estos son nuestros términos y condiciones.

Que apuestes la cantidad que te he dicho para poder retirarte y no hay nada más que podamos hacer por el momento.

Si apuestas lo que tienes que apostar estará bien. el problema es que tienes que apostar el deposito si no apuestas esa cantidad no podemos ayudarte"

• lo que hablan ellos del archivo del 19 de enero, es un retiro que realice, pero ellos lo rechazaron y me lo cuentan a la inversa como un deposito, con lo que me exigen volver a apostar esa cantidad en su totalidad para poderla retirar

Dear robentt,

Do you have access to your casino account?

Could you please share screenshots from your account supporting your complaint? (current balance, transaction history, betting history if available)

Alternatively, send the information to my email at tomas@casino.guru

Hello, I have been playing at the casino to meet the withdrawal requirements and have requested a new withdrawal.

Could you extend the response period for a few more days to see if they accept my withdrawal this time?

Hola. He estado jugando en el casino para cumplir los requisitos para retirar y he pedido un nuevo retiro.

Podria ampliar unos dias mas el plazo de respuesta a ver si esta vez aceptan mi retiro?

Dear robentt,

We may keep your complaint open, however, to confront the casino about any issue we will require supporting evidence.

Thanks in advance for your reply and understanding. Please let me know how you wish to proceed. I will set a timer for your reply to an additional 7 days.

Right now I have a pending withdrawal from 7 days ago that has not yet been transferred to me. How much time do I give you to confirm it?

Ahora mismo tengo un retiro pendiente desde hace 7 dias que aun no me han transferido¿ cuanto tiempo les doy de plazo para que me lo confirmen?

Hello.

After a few more days of waiting, they finally approved my last withdrawal, so I have now managed to withdraw the money, despite the fact that they rejected my withdrawals at the beginning.

Thank you for your attention, you can consider the case closed and resolved.

Hola.

Despues de unos dias mas de espera al final me han aprobado el ultimo retiro, con lo que ya he conseguido retirar el dinero,a pesar de que me rechazaron las retiradas al principio.

Gracias por su atencion, puede dar el caso por cerrado y solucionado.

Dear robentt,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru