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I started playing at the casino and had some winnings, I requested a withdrawal, but after some time, I tried to log into my account and it showed that it had been blocked. I contacted the support team and they informed me that my account was under review, undergoing an audit. They mentioned that once the issue was resolved, I would receive an email. However, it's been a month now and I still can't access my account, hence my money is stuck!

comecei a jogar no cassino e obetive alguns ganhos , efetuei o pedido de saque , depois de algum tempo tentei entrar na conta e apareceu que estava bloqueada, entrei em contato com o suporte e me disseram que minha conta estava em analise , sobre auditoria , e falaram que quando fosse resolvida eu iria receber um email e ja faz 1 mes que nao consigo acessar a conta e meu dinheiro ficou preso!

Dear danyynad,

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. Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.? Could you please advise if you passed the KYC verification before you were blocked?

Have you accumulated your winnings with or without an active bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good morning, my winnings were from slot casinos, all the winnings were with real money, I had already withdrawn a couple of times, when I started winning they asked me to check the KYC, I checked and the withdrawal went down. Later on I deposited and played again and requested the withdrawal, but it took 3 business days, but when a day passed I wanted to play some more, and instead of canceling the withdrawal and playing I preferred to deposit, and with this new deposit I won more, then I canceled the withdrawal so I could withdraw everything at once, then a day passed and they blocked me, saying it was under analysis. The bonus they gave me I lost and I only played with real money, they limited me and offered me the bonus again saying that I didn't have enough time to enjoy the bonus so I refused and wanted to play only with real money, they released it to me withdraw I withdrew and after that day they blocked me.

Bom dia , meus ganhos foi em cassino caça-níqueis , todo o ganho foi com dinheiro real , eu já havia sacado umas duas vezes , quando comecei a ganhar pediram pra eu ver verificar o KYC , verifiquei e o saque caiu . Mais pra frente eu depositei e joguei novamente e solicitei o saque , porém são 3 dias úteis , porém quando passou um dia eu queria jogar mais um pouco , e invés de cancelar o saque e jogar eu preferir depositar , e com esse novo depósito eu ganhei mais , aí cancelei o saque para poder sacar tudo de uma vez , aí passou um dia e me bloquearam , falando que estava em análise. O bônus que eles me deram eu perdi e só joguei com o dinheiro real, eles me limitaram e me ofereceram o bônus novamente falando que eu não tive tempo suficiente pra desfrutar do bônus aí eu recusei e quiz jogar apenas com dinheiro real, liberaram pra eu sacar eu saquei e depois desse dia me bloquearam .

Thank you very much for your reply, danyynad. Do I understand correctly that R$1700 (dispute value) is being held in your casino account?

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.

Good morning, the dispute is 1700 reais, I don't have to talk because it was in the online chat, I only have an email asking for verification which was at the beginning

Bom dia , isso a disputa é 1700 reais , eu não tenho as conversar porque foi no chat online, só tenho um e-mail pedindo verificação que foi no começo

Thank you very much, danyynad, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 danyynad,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know Bet O Bet Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.

We would like to invite Campeonbet Casino to join the conversation.

Dear Bet O Bet Casino,

Can you please provide more information on why the player's withdrawal has not yet been processed and the player's account is being blocked?

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 danyynad,

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 Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru