BetRegal Casino - Hráč nemůže vybrat své výhry.

Hi, today (11.11.2021) I recevied, without warning or prior notice, a email that betregal had canceled all my funds due to expiration of time. I have not been able to log into my betregal account since March of 2020 as they have frozen my account. I do not know why, but my account there is frozen. This email is the first time they have reached out to me since then. I have always had to be ask in live chat of what document they needed next or what bank details they needed to send my funds or other details. It has been an extremly frustration prosess as a customer all along the way.

I have never known why my account is frozen, but betregal has since March 2020 requested a norotial notice, which I have declined to send them due to the covid pandemic. I would not risk going to go to the inner city and court house and expose my self to potensial infection as I am part of the risk group. I could die if I get this virus. So I waited to this fall as the covid situation in my country is under controll and we have vaccsines. So one month ago I got what betregal asked for, a noterial notice. I sent it to them. It was approved and I sent them my bank details that same week. They had all they needed to send my funds.

A month later I recevied this email in norwegain (you can enter the email it into google translate to get the gist of it):

"Kjære Ludvig,

Takk for at du kontakter oss på Betregal

Vær oppmerksom på at midlene gikk tapt på grunn av utløp. Du vil dessverre ikke motta flere midler.

Skulle du ha ytterligere spørsmål, vennligst ikke nøl med å komme til LIVE CHAT eller send oss en epost fra Kontakt oss siden.

Vennlig hilsen,

Keith

Kontoansvarlig Betregal " 

I find this deeply unfair as I have always tried to verify my account and given them all the documents they have asked. I have given them my bank details. I have talked to live chat for hours upon hours to get updates and progress, but betregal has netiher been helpful or solution oriented. Now the have deleted my funds because they have used long time handle my account. I should not be punished for betregals slowness. This is my hard earned money and I should not pay for the casinos mistakes. I ask of betregal and casinoguru to help me solve this case. Have a plesant day.

Best Regards,

Ludvig

Dear ludde55,

Thank you very much for submitting your complaint. I can only imagine how frustrating this situation is for you. We will contact the casino and ask for their cooperation in resolving this case, but first, could you specify please, whether you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi, I do not remeber to be frank, what I did at their site. I might have taken the casino welcome bonus, but I might not have. I did not have any winnings from this bonus, if I took it I am pretty sure. I primarily place sports wagers. I do not even think I was up on the sportsbetting either.

I will send you my email exchange with betregal. No problem. Most of my communication is with betregals live chat. I have not recevied any transscripts from them, unfortunately.

Best regards,

Ludvig

Thank you very much ludde55 for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ludvig!

I will take care of your complaint from now on. I would like to invite representatives of BetRegal Casino into this complaint in order to provide us with an explanation and help us resolving the issue.

We would like to ask BetRegal 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.