BetRebels Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

I deposited 300€ and recived 225€ of bonus. I read the bonus terms carefully and played only slot games and completed the wagering and withdrew the money. They asked e-wallet statements, selfie, bank statement and pay statement. I provided all of them. Few days later I got an email saying that about the closure of my account and confiscation of winnings. 

I have withdrawn from this casino several times in the past. This account is the only one my account on Betrebels. I used payment methods that belongs to me exclusively,

I already made a complaint to eCOGRA.

I attached an exchange with them (translated)

Dear ryosyou,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetRebels Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been asked to submit verification documents when withdrawing from the casino previously?
• Have you used the same payment method for deposits as previously?
• Kindly let us know about any progress regarding your eCogra complaint.

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,

Tomas

I was asked docs when requested the first withdrawal.

I used the same method.

My complaint was made today. So I haven't been heard yet.

Thank you very much, ryosyou, for providing the necessary information. 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, ryosyou,

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

Dear BetRebels Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's account been closed and the winnings confiscated,? What steps should the player take to unblock the account and withdraw the disputed funds?

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?

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

Thank you in advance for providing the information.

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 ryosyou,

Although we were not able to review the complaint sufficiently because of the casino's unresponsiveness, since it was already filed to the ADR, which should be able to help you, we are (temporarily) closing it as unresolved.

Once you have the final decision from the ADR, please, let us know about the outcome. We will then be able to reconsider the complaint on our side. The casino can provide us with an update too.

It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (branislav.b@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru.

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Dear ryosyou,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear ryosyou,

We are extending the timer. 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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will be possible only after providing the requested.

Best regards,

Branislav, Casino.Guru