SportsBetting.ag Casino - Hráčský účet byl uzavřen a výhry zabaveny.

I opened an account at this casino on July 14, 2024, and made a deposit of $500 through cryptocurrency. The casino also gave me a bonus. After two days of playing, my account had over $5000. However, on July 16, my account was closed. They did not request any documents from me. They have not explained the reason for closing the account. They are not paying out the money.

Я открыла счет в этом казино 14 июля 2024 года и сделала депозит через криптовалюту 500 долларов. Казино мне дало также бонус. После 2 дней игры на моем счету было более 5000 долларов. Но 16 июля мой счет был закрыт. Документы у меня не просили. Причину закрытия счета не объясняют. Деньги не выплачивают.

Dear Maret,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Dear Christina,

In this casino I played slots and made sports bets.

To my question why my account was closed, I received the following answer from the casino: "Hi Maret,

This is Tatum from Customer Support; I hope this email finds you well.

My sincere apologies to know that you are having this inconvenience.

Kindly be advised that your account has been closed as per managements discretion and cannot be reopened again."

Дорогая Кристина,

В этом казино я играла в слоты и делала спортивные ставки.

На мой вопрос, почему мой счет закрыт, я получила такой ответ от казино: "Hi Maret,

This is Tatum from Customer Support; I hope this email finds you well.

My sincere apologies to know that you are having this inconvenience.

Kindly be advised that your account has been closed as per managements discretion and cannot be reopened again."

Thank you very much, Maret, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Maret,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SportsBetting Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Greetings,

Extending the timer for the casino once again because some time ago, I was informed outside the thread that the casino representative should get back to me but they have not yet.

Let's wait for their response and clarification.

However, please note that we are talking about an extra timer over our standard processing times for complaints, so, if no one from the casino comments on the complaint or we are not provided with relevant information/details until the current timer expires, the complaint will be closed in accordance with my previous post. The casino representative will be informed about the same.

Thank you for your patience and understanding.

Dear Maret,

This is the information I received from the casino:

• Your account was closed on July 15, 2024, due to invalid information entered at registration
• You were requested KYC, but the documents were refused
• As a courtesy your deposit should be refunded
• You can contact the casino (Customer Support) and request to be transferred to extension 7077 (I do not know what that exactly means)

So, I asked the casino for further details and I am waiting for their response and clarification. In the meantime, a few questions arose.

Can you please provide me with all the personal details you filled out upon registration at the casino (and the reason why you filled them out incorrectly or why the casino could consider them invalid) and share with me all the documents you provided during the KYC/verification process?

Is it possible the personal details filled out upon registration do not match the personal details on the documents you provided?

Feel free to send the requested information and documents to my email (branislav.b@casino.guru).

Hello. My account was closed on July 15, 2024 and at that time I was not asked to send documents. I sent the documents only on August 6, so I cannot understand how the casino could determine on July 15 that the information entered during registration was incorrect? When filling out the registration, the personal data I indicated was the same as in my documents. I sent you the files with the documents by email. This casino does not even want to return my deposit to me, I received the following message from them: This is Marshall from Player Services. I hope this email finds you well.

I

regret to inform you that, due to a violation of our terms of service, your account has been permanently closed. As a result, the funds are tied to your account, including your initial deposit of $500, have been confiscated."

Здравствуйте. Мой счет был закрыт 15 июля 2024 года и на тот момент у меня не просили выслать документы. Документы я выслала только 6 августа, поэтому я не могу понять как казино 15 июля могло определить, что при регистрации была введена неверная информация? При заполнении регистрации персональные данные я указала такие же, как и в моих документах. Файлы с документами я отправила вам на электронную почту. Даже депозит это казино не хочет мне возвращать, я получила от них такое сообщение: This is Marshall from Player Services. I hope this email finds you well.

I

regret to inform you that, due to a violation of our terms of service, your account has been permanently closed. As a result, the funds tied to your account, including your initial deposit of $500, have been confiscated."

Thank you for your email and documents, Maret.

I am in contact with the casino representative outside the thread, waiting for additional details and supporting evidence. I replied to them again a while ago reminding the case and the need for the requested data supporting their claims and decision regarding your account. Therefore, I am resetting the timer for the casino. Let's wait for their response and clarification.

Thank you for your patience and understanding.

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 Maret,

I was in contact with the casino again, and I have a few questions.

Since they claim the casino asked you for additional copies of specific documents but you refused to provide them (which the casino representative confirmed again) but you claimed that they did not request additional documents from you, it looks like we are at a dead end.

So, this is my suggestion for further proceeding.

I will contact the casino again, and ask the casino representative if the casino is able to provide you with another chance to complete the KYC/to initiate the verification process again. However, you will be obliged to provide the casino with all the documents (new ones) they would request.

Now my questions.

Will you be able and willing to provide any documents that the casino could ask you for (completely new ones) and fully cooperate during the process if the casino agrees with my suggestion?

Will you be able to attend a verification video call with your documents, showing them to the casino representative during a call if needed - again, if the casino agrees with my suggestion?

Regarding the casino's willingness to agree with my suggestion, I will let you know once I have any news or updates from the casino.

Dear Maret,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Branislav. Hello. Thank you very much for your help. I contacted the casino again and we agreed on payments. So I have no more complaints about this casino.

Branislav. здравствуйте. Спасибо большое за помощь. Я еще раз связалась с казино и мы договорились о выплатах. Так что больше претензий к этому казино у меня нет.

What great news, Maret!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As there are no complaints/issues anymore and the matter can be considered resolved, I will now close and mark your complaint in our system accordingly. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Branislav, Casino.guru