Casino360 - カジノは閉鎖されました。

For few months I have been using Casino360. In the middle of March, I established that I am not able to log in to my account. I apply a screenshot. You can see in the top right corner the message I got when trying to log in. 

I wrote to the casino but got no reply from them. Their live chat is not active anymore and they are only receiving messages. After two or three days, I sent them a message about my inability to log in. I got no reply on that, too.

Few more days later, I figured out that the URL of Casino360 is redirecting to the website of another gambling company - Bettilt.

I also found on the website of Casino Guru that Casino 360 is closed:

https://casino.guru/casino360-review

I appeal to you to find out what exactly had happened and assist me to get the amount I had in my balance in Casino360. 

Dear Bestbets,

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 can understand the whole situation completely. Could you please advise when was the last time when you succeeded in accessing your casino account? Was your account successfully verified in the past? Have you received any notification from the casino that their services will be discontinued in your country and how you should proceed with withdrawing your remaining balance?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela!

Thank you for committing to my case.

Following your questions I give additional information:

For the last time I logged into my account at the casino on the weekend of March 5-6.

Yes, my account was verified - this was confirmed by their letter of 29.12.2021.

No, I have not received any notifications from the casino about their closure and what to do to withdraw my remaining balance.

That is why I am asking you to try to clarify what happened and how to withdraw my remaining balance.

Kind Regards,

Bestbets

Thank you very much, Bestbets, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casino360 to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Bestbets,

I have reviewed your case and will do my best to try and help you.

We would like to invite representatives of Casino 360 to join the conversation. Are you able to provide any information regarding the closure of the casino and outstanding player balances?

Hello Adam!

About the casino closure I found out from your website on this link:

https://casino.guru/casino360-review

Their URL that I have bookmarked in my browser:

https://casino360.bet/en

redirects to Bettilt that leads me to the hypothesis of a merger of the two companies and eventual transfer of the clients base to Bettilt. I cannot find any official information about the situation and no explanation about how paying players’ balances will be performed.

Hello Bestbets,

I have not been able to make any contact so far with anyone from Casino 360. I cannot be certain, but there is information on some websites that suggests that Bettilt and Casino 360 are/were owned and operated by the same company.

Have you tried to contact Bettilt at all regarding this matter?

Hello Adam!

I have just filled in my log in details on Bettilt’s website and I realized my account had been transferred there. I apply a screenshot. I am not sure though they accept players from my country. I will contact them now to clarify if I can bet on their website or I will only be able to withdraw my balance.

Hello Bestbets,

That is good news, I am glad you have retrieved your balance. Please let me know if you are able to withdraw/play without any issues and I will then close this complaint as resolved.

I have already received a reply from Bettilt. I’m applying it.

I can bet with them. As I have already mentioned, I have an active account there with a balance transferred from Casino360. For me, the case has ended well.

I hope the rest of the users of Casino360 have the same luck!

Dear Bestbets,

Thank you for the update, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam