Vbet Casino UA - Hráčův účet byl zablokován.

Hello Yarncoler15,

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

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was checked a month ago. I played for real money, I did not use bonuses. I spoke with support today, they said that the casino has a rule clause that allows you to block accounts without explanation and not pay out money. They refused to explain why my account was blocked and the money was refused to be paid

Учетная запись проверена месяц назад.Играл на реальные деньги,бонусы не использовал.Говорил сегодня с поддержкой,сказали что в казино есть пункт правил, который разрешает блокировать акаунты без об'яснения и не выплачивать деньги. Отказались об'яснять почему мой акаунт заблокирован и деньги отказались выплачивать

Hello Yarncoler15,

Could you please advise if you did receive back your deposited amount?

No. I created a withdrawal request for 7000 UAH, but it was canceled and the account was blocked. Refused to pay money

Нет. Я создал запрос на вывод 7000 UAH, но его отменили и заблокировали акаунт. Деньги отказались выплачивать

Thank you Yarncoler15 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Yarncoler15,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vbet Casino UA's representative to join this conversation and participate in the resolution of this complaint.

Dear Vbet Casino UA Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Rule 12.1. on the casino's website, accepted by the player upon registration, does not says anything about winnings/balance confiscation.

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Yarncoler15, in the meantime, while we are waiting for the casino representative's reply, could you please provide me with the information on what types of games did you play in the casino and what type did you play the most?

Pragmatic, netent and other popular games

Pragmatic, netent и другие популярные игры

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’.

Dear Yarncoler15,

Recently, I was provided with an explanation from the casino representative. However, I requested more details/data to support the casino's claims. The provided information was not sufficient to substantiate the casino's decision. Currently, I am waiting for a reply and further details.

Please be patient and positive. I will let you know as soon as I get any news.

Thank you for your understanding.

Thanks Branislav. I will tell you that there can be no explanation. They blocked me so as not to pay the money and also did not explain anything. The casino is cheating

Спасибо Branislav. Скажу вам, что объяснений быть не может. Меня заблокировали чтоб не выплачивать деньги и так же ничего не объяснили. Казино занимаеться обманом

Hello, Yarncoler15,

I apologize for the delayed reply. The casino contacted me a few days ago via email but I was out of the office.

The issue is currently being reviewed by a relevant casino department and once there is any news, I should be informed. I am still waiting for the details and supporting data. I am extending the timer until the next Friday and providing the casino representative with a few more business days to respond.

Thank you for your understanding and patience. I sincerely hope the casino will contact me shortly.

Dear Yarncoler15,

Could you please be more specific regarding the games you played in the casino? You mentioned only gaming providers before. Can you confirm you played also Multiplayer games/Live Casino games in VBet Casino UA?

Yes, I played, I played different games. I also played multiplayer games. Did you manage to get a response from the casino?

Да играл, играл в разные игры.В многопользовательские так же играл. Вам удалось получить ответ от казино?

Thank you for your answers, Yarncoler15.

Unfortunately, we have not received any relevant data from the casino regarding the issue supporting its claims, nor any update in a reasonable time, so 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.

There is one more option on how you can try to resolve your issue or speed up the process - to contact the gaming authority that regulates the casino (Curacao Interactive Licensing - CIL) and submit a complaint directly to the regulator. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I believe it will use this option in the future.

Best regards,

Branislav, Casino.Guru