WinBet Casino BG - Hráčův účet byl zablokován.

Hello I was playing on winbet for long time I have to much deposits on there until last I week I wasnt have any problem with them 8 days ago I made 50 lev deposit then take a I combine bet didnt use bonus or something with my real money and its won I slept this night and when I wake next day morning I took a error when I enter the error is ''The user is the NRAs register of persons vulnerable to gambling and access to the account is restricted . ''I m writing them about 8 days every day same answer we will send a mail they said that account is not limiting its a tecnical problem but they dont solve and I have a money on my account today I tried to enter again and the error was '' Error due to invalid data during verification in the National Revenue Agency'' still cant enter my account

Dear mgner1907,

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 might better understand the situation.

Could you please explain if you previously registered yourself under The National Revenue Agency due to a gambling problem?

Thank you in advance for your reply.

Best regards,

Tomas

No its a first time I made to much deposits and withdraw from there but when I made last deposit 50 leva and won its happened I m just playing from winbet and just playing combined coupon with real money when I asked the winbet they said from chat its a tecnical problem and we are working about that and we will back you from mail when I tried to login today the last error is now ''Error due to invalid data during verification in the National Revenue Agency '' 9 day passed still they didnt answer and still cant enter my account and I have 500 lev on my account

mgner1907,

Could you please forward the relevant communication between you and the casino to my email address at tomas@casino.guru?

I sent tto mail

Thank you very much, mgner1907, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 mgner1907,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite WinBet Casino BG to join the conversation.

Dear WinBet Casino BG,

Can you please provide more information regarding the player's issue with invalid data during verification in The National Revenue Agency? If I understand it correctly the player has NOT signed up to this register.

I Really dont know whats happenig believe me but I sent you to error which is I take when try to login now and from winbet from their chat they said its a tecnical problem not have any limit or something on account we are looking what is the problem and we will back to you from email but 2 week passed and not any answer came to email and still they say same things from email and from chat we will back to you if its tecnical problem why this much long time take and why they dont solve now I m just thinking I win and I have a money about 500 leva on my account they made it because they dont want to I make a wthdraw my money so they cheated me . Not have a something logical or logical answer they just spend time like this also I verifired my account when I started to play on there and this not my first witdrawal from them I made a to much deposits and withdrawal from them I just played with my main money not have a something illegal they just cheated me bacause I win and they dont have any answer because Im just playing with main money now they eated my last 50 lev I couldnt take my winning 500 leva cause they made something to my account so I cant enter

Hello!

Thank you for contacting us about the case study.

At this time, it is still under investigation that the reason the customer is unable to log into their gaming account is due to technical reasons.

We ask that the response period be extended until the verification is completed, after which we will provide more information on the case.

We apologize for the inconvenience, but we want to assure you that we are working on fixing the problem.

Здравейте!

Благодарим, че се свързахте с нас относно казуса.

Към момента все още се разглежда, като причината клиентът да не успява да влезе в игралната си сметка е поради технически причини.

Молим да бъде удължен срокът за отговор до извършване на проверката, след което ще предоставим повече информация по казуса.

Извиняваме се за причиненото неудобство, но искаме да ви уверим, че работим по отстраняване на проблема.

Same answers about 3 weeks don't say lie anymore your site done this don't work something if it's technical why about 3 weeks I waited when have a block from password or something you solve this on second it's not possible to you solve this on 3 weeks if it's technical you don't want solve because you don't want to give money I m saying all people from here don't trust this site

The reason why the person is unable to log in is purely technical, as he is registered on our site with the details of a foreigner.

When trying to log in to our site, we are obliged to check whether each person is in the Register for persons vulnerable to gambling addiction, and this list includes only persons who are registered with Bulgarian data.

The National Revenue Agency has not foreseen the cases of persons registered with different data from EGN (Single Civil Number) or LNCH (Personal Number of a Foreigner), this is the reason why a technical error is displayed when the user tries to log in.

We are currently discussing a solution to the problem with the National Revenue Agency and when we have information on the case, we will contact the customer to inform them. Furthermore, before deciding how such individuals will appear on the list, we cannot know whether a person is listed or not.

We have contacted the NRA in due course and hope for a quick resolution, but we cannot provide a specific time frame.

The refusal to log in is not on our part, but it is not possible to circumvent or ignore legal requirements.

We will contact you with more information!

Причината, поради която лицето не успява да влезе в профила си е чисто техническа, тъй като е регистриран на сайта ни с данни на чужденец.

При опит за вход в сайта ни на всяко едно лице ние сме задължени да проверяваме дали е в Регистъра за уязвимите лица към хазартна зависимост, а в този списък са включени само лица, които са регистрирани с български данни.

Националната агенция за приходите не е предвидила случаите на лица, регистрирани с различни данни от ЕГН (Единен граждански номер) или ЛНЧ (Личен номер на чужденец), това е причината да се изписва техническа грешка при опит на потребителя да влезе.

Към момента тече обсъждане за решение на проблема с Националната агенция по приходите и когато имаме информация по казуса, ще се свържем с клиента, за да го информираме. Освен това преди да се вземе решение данни на такива лица как ще фигурират в списъка, не можем да знаем дали дадено лице е вписано или не.

Свързали сме се с НАП своевременно и се надяваме на бързо разрешение, но не можем да предоставим конкретен срок.

Отказът да влезе в профила си не е от наша страна, но не е възможно да заобиколим или игнорираме законовите изисквания.

При повече информация ще се свържем с вас!

Thank you for the response, WinBet Casino BG team.

Dear mgner1907,

I understand your frustration, but as WinBet Casino BG team mentioned, the situation is not entirely in "their hands". The casino must follow all legal requirements and processes and needs to wait for an official decision from The National Revenue Agency.

Due to the aforementioned reasons, we can only advise you to be patient as there is not much that can be done at the moment.

Its not first time that I play from winbet when I make registiration and for witdrawal I sent my licna card and passport and after that I made a too much deposit and withdraw I have a account on winbet for a long time if its first time that I make a withdrawal maybe its possible but its now and why the other winning and wtihdrawal wasnt problem and now why its problem because I started to win .About 1 month not have any answer how legal site you are

Dear mgner1907,

I have to repeat myself, I understand your frustration, but as WinBet Casino BG team mentioned, the situation is not entirely in "their hands". The casino must follow all legal requirements and processes and needs to wait for an official decision from The National Revenue Agency.

At the time being please be patient, as there won't be any progress until the casino received an official decision from The National Revenue Agency. It is up to the National Revenue Agency now.

Dear mgner1907,

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.

Hello again!

We would like to inform you that the case with the person has been removed and he can now access his profile without any problem.

Since the beginning of March, we have had permission from the National Revenue Agency for the problem with the personal data of foreigners.

They already appear on our site with LNCH (Foreigner's Personal Number) and when trying to log in, a technical error is no longer displayed. Using the profile is completely possible.

Thank you for giving us the opportunity to describe the case study, and thank you for your patience!

We apologize for the inconvenience and are glad that the issue has been resolved.

Здравейте отново!

Бихме искали да ви информираме, че казусът с лицето е отстранен и вече без проблем може да достъпва профила си.

От началото на Март имаме разрешение от страна на НАП на проблема с личните данни на чужденците.

Вече фигурират на сайта ни с ЛНЧ (Личен номер на чужденец) и при опит за вход вече не се изписва техническа грешка. Използването на профила е напълно възможно.

Благодарим, че ни дадохте възможност да опишем казуса, благодарим и за търпението!

Съжаляваме за причиненото неудобство и се радваме, че проблемът е разрешен.

Thank you for the response, WinBet Casino BG team. I'm Glad the situation has been clarified now.

Dear mgner1907,

As per the WinBet Casino BG team response, your casino account is now accessible and all features should be available for you. I have my fingers crossed that everything will be working fine for you now 🤞

Please let me know if I can consider this complaint to be resolved or if you need any further assistance.

Dear All,

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.