VertBet Casino - A conta do jogador foi encerrada e os fundos confiscados.

The Casino blocked my user account after withdrawal attempts were rejected by them, without providing any explanation and withholding my balance. This happened even after I completed the full verification required by them on the site.

I contacted them through chat and email but received no response. I will not hesitate to take legal action to recover the balance that remains withheld on the site.

O Casino bloqueou o meu usuário após tentativas de saque rejeitadas por eles, não me deram nenhuma explicação e retiveram meu saldo. Mesmo a após a verificação completa exigida por eles no site.

Entrei em contato pelo chat e pelo email e não recebi nenhuma resposta. Nao hesitarei em tomar as medidas legais para receber meu saldo que ficou retido no site.

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you create your casino account and when was it closed?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I played slots, live casino and sports betting.

My account was created on 08/11/24 and closed on 27/11/24.

I didn't place any bets on any games with any bonuses.

Joguei em caça-níquel, cassino ao vivo e apostas esportivas.

Minha conta foi criada no dia 08/11/24 e foi encerrada no dia 27/11/24.

Nao realizei nenhuma aposta em nenhum jogo com nenhum bonus.

Thank you very much for your reply, GustavoTDS. When was the last time you contacted the casino regarding this issue? 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 GustavoTDS,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.