inbet Casino - Hráčův účet byl uzavřen.

Hello, I am writing to you with the following case.

My wife created an account in Inbet and deposited BGN 1,600, taking advantage of their bonus. He played slots and won BGN 1,100 by rolling over the bonus and had to withdraw a total of approximately BGN 2,750. The account is verified with a photo of an ID card, a selfie with it and a driver's license. When trying to withdraw the amount, the online casino in question blocked her account with the excuse that an investigation was underway. This happened on July 6, 2022 and since then no one has given us information why they locked her account. Please help.

Здравейте,пиша ви със следния казус.

Съпругата ми си направи акаунт в Inbet и депозира 1600лв като се възползва от бонуса им. Игра на ротативки и спечели 1100лв,като превъртя бонуса и общо трябваше да изтегли приблизително 2750лв. Акаунтът е верифициран със снимка на лична карта,селфи с нея и шофьорска книжка. При опит да изтегли сумата въпросното онлайн казино блокира акаунта й с извинението,че се водила проверка. Това се случи на 06.07.2022г и от тогава никой не ни дава информация защо са заключили акаунта й. Моля помогнете.

Hello borisyankov89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with inbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you do have an account with inbet Casino too? How long has your wife been playing in the casino? Did the casino request verification documents from your wife? Could you please advise if it would be able to communicate the complaint directly with her?

Looking forward to your answer.

Regards,

Nick

My wife and I have accounts there. Mine is also blocked, but I was able to download what I had available without a problem, then they blocked me. As I wrote above, the casino asked for a selfie photo with the ID card and she sent it. Everything is verified. She played for exactly 2 days and was blocked.

И аз и съпругата ми имаме акаунти там. Моят също е блокиран,но аз успях да изтегля каквото имах налично без проблем,след това ме блокираха. Както съм написал по-горе,казиното поиска снимка тип селфи с личната карта и тя го е изпратила. Всичко е верифицирано. Тя игра точно 2 дни и беше блокирана.

Dear borisyankov89,

Could you please advise if you did use a bonus as well? Did you and your wife played any casino games together - like live games or at the same table?

No, we haven't played together. Only and only on rotativka have we played at different times.

Не,не сме играли заедно. Само и единствено на ротативки сме играли по различно време.

Dear borisyankov89,

I believe that in that case the casino should be able to verify both of you without any issues. In you first post you said that your account was blocked July 6, which was a future date at that time. Can you please clarify again when exactly did your and your wife's account got closed?

I apologize, the mistake is mine, I meant to say June 6 (06.06.2022). It's been 1 month now since both accounts were locked

Извинявам се, грешката е моя, исках да кажа 6 Юни (06.06.2022). Вече стана 1 месец откакто са заключени и двата акаунта

Thank you borisyankov89 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi borisyankov89,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite inbet Casino to the conversation to participate in the resolution of this complaint.

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’.

Hi borisyankov89,

I tried to get in touch with 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 Bulgarian Licensing Authority (infocenter@nra.bg) and submit a complaint to them. Licensing authorities have more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter