Betheat Casino - プレイヤーのアカウントがブロックされました。

I deposited 2 times with no bonus, wagered the deposit 4 times on roulette and requested a withdrawal. Then my account was blocked because of the terms and conditions, where 20 forbidden things are explained to me. But I didn't do any of that. When I asked why my account was blocked and even the deposit was not refunded, I received no information.

Ich habe 2 mal ohne Bonus eingezahlt, die Einzahlung 4 mal bei roulette umgesetzt und eine Auszahlung angefordert. Dann wurde mein Account wegen der AGB gesperrt, wo mir 20 verbotene Dinge erklärt werden. Davon habe ich aber nichts gemacht. Auf Nachfrage warum konkret mein Account gesperrt wird und selbst die Einzahlung nicht zurück erstattet wird, bekomme ich keine Info.

Hello KaterinaGrisch,

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

Could you please advise what reasons did the casino give you for blocking your account? Did you go through the verification process and if yes, when exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hallo, anbei eine Liste von Gründen. Auf konkrete Nachfrage, was ich falsch gemacht habe hieß es ich soll in den Gründen nachsehen. Habe davon nichts gemacht und kann damit dementsprechend wenig anfangen. Verifizierung habe ich gemacht, Auszahlung wurde storniert weil eine weitere Verifizierung erforderlich war. Am nächsten Tag war dann direkt der Account gesperrt (hatte noch nichts weiter eingereicht).

Gestern das letzte Mal, Chat unbrauchbar und Email Support genauso. Habe auf meine Frage 3 mal denselben Text bekommen:

Dear Katerina,

We kindly ask you to check the following paragraph in our T&C:

10. Anti-fraud Policy

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: * participating in any type of collusion with other players * development of strategies aimed at gaining of unfair winnings * fraudulent actions against other online casinos or payment providers * chargeback transactions with a credit card or denial of some payments made * creating two or more accounts * low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers). * other types of cheating or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player. In the event of chargeback at the account, the casino reserves the right to: * charge the player a sum equivalent to the players available balance funds in order to compensate damages and expenses suffered by an incurred as a result of chargeback; * claim further damages and financial losses from the player by contacting them via one of the methods provided during the registration process (i.e. phone, e-mail, etc.); * close player's personal account and/or discard all and any winnings gained as a result of such act or attempt to act. The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of: * use of stolen cards; * chargebacks; * creating more than one account in order to get advantage from casino promotions; * providing incorrect registration data; * providing of forged documents; * any other actions which may damage the Casino; The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice. In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case player doesn’t have an opportunity to provide documents in above-mentioned alphabets casino reserves the right to demand video verification where player shows his/her documents. The Casino reserves the right to retain payments, if suspicion or evidence exists of manipulation of the casino system. Criminal charges will be brought against any user or any other person(s) who has/have manipulated the casino system or attempted to do so. The Casino reserves the right to terminate and/or change any games or events being offered on the Website. Should you become aware of any possible errors or incompleteness in the software, you agree to refrain from taking advantage of them. Moreover, you agree to report to the Casino any error or incompleteness immediately. Should you fail to fulfill such obligations, the Casino has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification. Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino The casino is not a financial institution and thus should not be treated as such. Your account will not bear any interests and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time.

Hello KaterinaGrisch and thank you for the detailed description. Is it possible to forward any e-mail communication between you and the casino to nikolas.b@casino.guru? Since when exactly is your account blocked?

Forwarded since 06/16/2023

Ist weitergeleitet, seit dem 16.06.2023

Hello KaterinaGrisch,

Thank you for the e-mails. Did you contact the casino since your account got blocked to ask for more detailed specification? Did they ever mention which one of the many terms did they accuse you with?

Hello, I asked several times in the chat. I could not be given any information. I should read what the email is about. I never found out what I should have done wrong. They don't even return my deposit.

Hallo, ich habe mehrfach im Chat gefragt. Mir konnte keine Auskunft gegeben werden. Ich sollte doch in der Mail lesen, worum es geht. Ich habe nie erfahren, was ich falsch gemacht haben soll. Nicht mal meine Einzahlung gibt es zurück.

Thank you KaterinaGrisch for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello KaterinaGrisch,

I'm Michal and I have taken over your complaint. I have reviewed this case and can you please confirm that you have provided the documents for verification as mentioned in the email from the casino?

I will contact the casino to shed more light on this matter.

We would like to invite Betheat Casino to join the conversation.

Dear Betheat Casino,

Can you please provide more information on why the player's account is blocked? If the player has really breached any of your terms, can you please specify which exact terms have been breached?

If the information can't be shared publicly, send it to me at michal.k@casino.guru

Hello, I was not able to provide the documents. I wanted to do the verification the next day because the account was already blocked.

Hallo, ich hatte keine Möglichkeit die Dokumente zur Verfügung zu stellen. Ich wollte die Verifizierung am nächsten Tag machen, da war das Konto schon gesperrt.

Dear KaterinaGrisch,

Has the casino informed you that the required documents can be sent via email?

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.

No, there was no information that this is possible. Betheat is of the opinion that the stake + winnings will be retained.

Nein, es kam keine Info, dass das geht. Betheat ist der Meinung, dass der Einsatz + Gewinn einbehalten wird.

Dear KaterinaGrisch,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal