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Betwarts closed my account with my funds in it (I don't remember the exact amount). When I ask for my money back, they say my balance is 0, clearly lying. Can you help me?

Betwarts mi ha chiuso l'account coi miei fondi dentro (non ricordo l'importo preciso). Quando chiedo di ridarmeli indietro rispondono dicendo che il saldo è di 0, chiaramente mentendo. Sapreste aiutarmi?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

· Could you please advise if you had any remaining real money balance in your casino account?

Thank you in advance for your reply.

Best regards

Attila

Hi, yes. The actual balance is around €125, so by saying it's 0, they're clearly lying, and I'm entitled to it back since it's my funds. Could you help me?

Ciao, si. Il saldo reale si aggira intorno ai 125 euro, quindi dicendo che sia a 0 stanno chiaramente mentendo e ho il diritto di riceverlo indietro essendo fondi miei. Potreste aiutarmi?

Dear Player,

Thank you very much for your reply. Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Did you pass the verification before you lost access to the account?

If possible, could you also provide documentation regarding the funds in your account?

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila, I've been betting on sports and playing various slots. I don't remember if I verified my account. Where can I find records of my funds if my account is closed? Thanks in advance.

Salve Attila. Ho fatto scommesse sportive e giocato a varie slot. Non ricordo se ho verificato il mio account. Dove posso poi trovare la documentazione sui miei fondi se ho l'account chiuso? Grazie in anticipo

I asked Betwarts to send me my betting history and received this response. I'll keep you updated.

Ho chiesto a Betwarts di inviarmi la cronologia delle scommesse effettuate e ho ricevuto questa risposta. Vi aggiorno.

Dear Player, thank you for your response. Please keep us informed regarding whether you have received the game history

Thank you for your patience and cooperation.

Absolutely! Thanks for your help and patience!

Certamente! Grazie per l'aiuto e la pazienza!

Hi, I asked them.

Salve, li ho sollecitati.

Hi, Betwarts finally sent me my account history. And as you can see, I don't have 0 euros at all, as they lied to me in the previous emails I sent you.

Since these are my funds (not bonuses) that were unfairly withheld, I request that they be returned. I will now respond to this email with this request.

Waiting for your reply and help, I wish you good work.

salve, Betwarts mi ha finalmente inviato lo storico del mio account. E come vedete, non ho affatto 0 euro come loro invece affermavano nelle scorse mail che vi ho inviato, mentendo.

Dato che si tratta di fondi miei (non bonus), trattenuti ingiustamente, chiedo che mi vengano restituiti. Ora risponderò a questa mail con questa richiesta.

In attesa di una vostra risposta e di un vostro aiuto, vi auguro un buon lavoro

I'm also sending you proof that they lied to me that my balance was 0.

Vi rimando anche la prova che mi abbiano detto di avere saldo a 0, mentendo.

So, once again, I asked for the return of my unfairly held funds to my account. I'll update you on their response.

Ho chiesto quindi per l’ennesima volta di restituire i miei fondi ingiustamente trattenuti alle mie coordinate. Vi aggiorno sulla loro risposta.

In case you can't view the history they sent me, I took screenshots for you.

Nel caso non riusciate a visualizzare lo storico che mi hanno inviato, vi ho fatto gli screenshot.

Thank you very much for your response and for providing the evidence. In order for me to be able to review the game history, could you please download it and send it to my email? You can reach me at attila.g@casino.guru. I look forward to your reply.

Send!

Inviate!

Thank you for sending all the evidence and for your time on this case.

After reviewing the materials, we can see confirmation of deposits and account activity, however there is still no clear document or record showing the exact account balance at the time of closure that would directly contradict the casino’s statement that the balance was 0. Without such a balance confirmation or full transaction history export from the casino system, we are not in a position to verify the discrepancy.

Additionally, please note that we are unable to assist with disputes related to sports betting outcomes or settlement issues.

Could you please also clarify whether the casino provided any specific reason for closing your account?

Hi! But isn't the transaction history enough? There's only one deposit and no withdrawals. You also have the game history showing my winnings. So, if there's no withdrawal and I won at the casino, my funds are still there. In any case, if you tell me what specific request to make to the casino, I'll ask for additional documentation.

I'd also like to clarify that I didn't use any casino bonuses and used only my own funds. The casino didn't specify any reason for closing my account. Could you please resolve this?

Salve! Ma la transaction history non basta a ciò? C’è solo un deposito e nessun prelievo. Avete anche la game history in cui si vede la vincita che ho fatto. Ergo se non c’è un prelievo ed ho vinto sul casinò i miei fondi sono ancora lì. In ogni caso se mi dice che richiesta specifica fare al casinò mi faccio inviare ulteriore documentazione.

Inoltre rettifico nuovamente che non ho sfruttato alcun bonus del casinò e usato esclusivamente fondi miei. Il casinò non ha specificato alcun motivo della chiusura dell’account. Potreste risolvere?

Good evening,

BetWarts continues to send me standardized responses, but I want to reiterate that I used only personal funds, without taking advantage of any casino bonuses, and limited myself to placing standard sports bets and casino games.

Additionally, Betwarts also sent my transaction history and gaming activity, so I can't understand why my funds continue to be withheld if there's evidence that there's not 0€ in my account.

I'd also like to point out that VikingLuck recently refunded me €397 after initially claiming there was only €183.84 in the closed account. I was also receiving messages very similar to the ones I'm receiving now.

For this reason, I struggle to understand the claim that my balance is €0 or that I have violated the site's terms and conditions. The documentation and account history provided to me do not provide any evidence to support these claims. Furthermore, if a withdrawal was made, this should be reflected in my transaction history, which I do not see.

I therefore kindly ask for your support so that the situation can be verified again and, if the presence of funds in the account is confirmed, the relevant withdrawal can be arranged.

Thank you in advance for your attention and I look forward to hearing from you.

Best regards and good work.

Buonasera,

BetWarts continua a inviarmi risposte standardizzate, ma desidero ribadire che ho utilizzato esclusivamente fondi personali, senza usufruire di alcun bonus casinò, limitandomi a effettuare normali scommesse sportive e giocate al casinò.

Inoltre, Betwarts ha anche inviato lo storico delle transazioni e delle attività di gioco effettuate, pertanto non riesco a comprendere le ragioni per cui i miei fondi continuino a essere trattenuti se c’è la prova che non ci siano 0€ sul conto.

Vorrei anche segnalare che recentemente VikingLuck, dopo aver inizialmente sostenuto che sul conto chiuso fossero presenti soltanto 183,84 €, ha successivamente provveduto a rimborsarmi 397 €. Anche in quel caso ricevevo comunicazioni molto simili a quelle che sto ricevendo ora.

Per questo motivo, fatico a comprendere l’affermazione secondo cui il mio saldo sarebbe pari a 0 € o che avrei violato i termini e le condizioni del sito. Dalla documentazione e dallo storico del conto che mi sono stati forniti non emergono elementi che confermino tali contestazioni. Inoltre, qualora fosse stato effettuato un prelievo, questo dovrebbe risultare nello storico delle operazioni, cosa che non riscontro.

Chiedo quindi gentilmente il vostro supporto affinché possa essere verificata nuovamente la situazione e, qualora venga confermata la presenza dei fondi sul conto, possa esserne disposto il relativo prelievo.

Ringrazio anticipatamente per l’attenzione e resto in attesa di un vostro cortese riscontro.

Cordiali saluti e buon lavoro.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Alecec,

I sincerely apologize for the inconvenience you are experiencing with your blocked account. Please know that I am committed to reaching out to the casino promptly to address this issue on your behalf.

Additionally, I would like to invite a representative from Betwarts Casino to join this conversation so that we can collectively work towards resolving your complaint.

Dear Betwarts Casino, could you please clarify the reason behind the player's account block? We would greatly appreciate any supporting evidence that you could provide. You may share your response and any relevant documentation here or send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

Dear Player,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as per administrative decision.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

9.3 : We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 : Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Based on the above, the account was closed, and the winnings have been deducted.

We hope this helps clarify the matter for you.

Kind regards,

Betwarts Casino Team

Dear Betwarts Casino,

I would like to kindly request that you send the evidence regarding the player's breach of the terms and conditions to jana.k@casino.guru. I appreciate your continued support and assistance in this matter.

Dear All,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Betwarts Casino Team

Dear Player,

I hope this message finds you well.

Following a thorough review of your claim, our management team has decided to offer you a refund of 94 EUR as a final resolution.

Please reply directly to this response to let us know if you accept this offer. Once we receive your confirmation, we will immediately proceed with processing your refund.

In order to proceed with the refund of your funds, we also kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Betwarts Casino Team

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

Betwarts Casino Team

Dear Player,

We are pleased to inform you that we successfully processed your refund on 6 July.

Please note that, depending on the payment method used and your bank's processing times, it may take three to five working days for the funds to appear in your account.

Thank you for your patience throughout the process.

We consider the matter resolved.

Best regards,

Betwarts Casino Team

Thank you so much! I confirm the collection has arrived!

Grazie mille! confermo l’arrivo del prelievo!

Dear alecec,

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,

Jana

Casino.Guru