Betolino Casino - プレーヤーのアカウントがブロックされ、監査されました。

Hi.

I have been playing here for a while, but on September 13 Betolino suddenly blocked my account due to "system has detected unusual movements on account". Last message from support i got September 22 "Hello, we will contact you soon about the account. Thank you for the patience." Since then they ignoring me.

At time of block my account was verified and they even processed one of my withdrawals.

Dear roku,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a larger win, even if their accounts have been successfully verified in the past. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Do I understand correctly that you have received winnings from this casino previously? Which games you have been playing (live games, slots, multiplayer, or sports betting)?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear roku,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, roku, for your reply. Could you please advise if you have played casino too or sports section only?

Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we will be forced to reject your complaint at the end. I really wish I were of more help.

Please let me know how you'd like to proceed.

Dear roku,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.