BetWorld247 Casino - Hráč ztratil přístup ke svému účtu.

I won well over €1500 there. Hesitantly, I was only able to have €50 paid out to my Muchbetter account every 24 hours. After a while I couldn't log in anymore. My data is correct.

Ich habe dort eine Summe bei weit über 1500€ gewonnen. Zögerlich konnte ich mir dort alle 24h nur 50€ auf mein Muchbetter Konto auszahlen lassen. Nach geraumer Zeit konnte ich mich dort nicht mehr anmelden. Meine Daten sind korrekt.

Dear KMMK92,

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 clarify how much money was in your balance when the casino blocked your account? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Or have you received any explanation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina. In the end there were still around €1300 left in the account. But I'm not aware of that. I didn't get a bonus either. When I asked why I can only withdraw €50 per 24 hours, I was told that I had to deposit more. I have also written to support several times that I once again have no access to my account. But I received no answer to that.

Thanks for the efforts.

Regards

Hallo Kristina. Auf dem Konto waren jetzt zum Schluss noch um die 1300€ vorhanden. Bin mir dessen aber nicht bewusst. Einen Bonus habe ich auch nicht genommen. Als ich nachfragte weshalb ich immer nur 50€ pro 24h abheben kann, wurde mir erklärt das ich mehr einzahlen müsse. Ich habe den Support auch mehrfach angeschrieben das ich mal wieder keinen Zugriff auf mein Konto habe. Aber darauf erhielt ich keine Antwort.

Vielen Dank für die Bemühungen.

Grüße

Thank you very much for your reply, KMMK92. Before we move forward with this complaint, 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.

Hello Kristina.

I have attached a file where I took a screen capture. In which I am trying to log into BetWorld247 Casino. The data is automatically filled in where you can see that nothing is happening there. But if I change the password through random combinations, the message appears that the password is incorrect and I still have 3 attempts.

Thank you for your efforts. I hope we can be successful.

editing*

Unfortunately, I cannot insert the recording here.

Sincerely, KMMK92

Hallo Kristina.

Ich habe Ihnen eine Datei angehangen wo ich eine Bildschirmaufnahme gemacht. In der ich versuche mich im BetWorld247 Casino einzuloggen. Dabei werden die Daten automatisch ausgefüllt wo man sieht das dort nichts passiert. Veränder ich aber das Passwort durch zufällige Kombinationen schon erscheint die Meldung das dass Kennwort nicht korrekt ist und ich noch 3 versuche habe.

Vielen Dank für Ihre Bemühungen. Ich hoffe wir können Erfolg verzeichnen.

Edit*

Leider kann ich die Aufnahme hier nicht einfügen.

Mit freundlichen Grüßen KMMK92

Thank you very much KMMK92 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 KMMK92,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetWorld247 Casino to join the conversation and participate in the resolution of this complaint.

Dear BetWorld247 Casino,

Can you please offer some insight into why the player cannot access their account?

Kind regards,

Adam

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’.

I also tried to contact the casino myself again. The support email seems to be offline.

Ich habe mich ebenfalls nochmal selbst versucht das Casino zu kontaktieren. Die Email für den Support scheint offline zu sein.

Dear KMMK92,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (adam.m@casino.guru).

I wish I could have been of more help.

Kind regards,

Adam