Favbet Casino - 出金方法の変更後、プレイヤーのアカウントがブロックされました。

The casino blocked my account and would not let me withdraw funds. I did not do anything against their rules. My account went through a fully complicated verification procedure. The only thing they can accuse me of is changing the method of withdrawal.I originally deposited using bitcoincash bch cryptocurrency, but lost access to my wallet and had to change the method of withdrawal to trx cryptocurrency. Immediately after the withdrawal I received a message that I can not withdraw to third party accounts, but nothing like that happened . Please help me with my account 

Dear katarzytom711,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your new payment method verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

At favbet casino there are constantly available withdrawal methods with various cryptocurrencies. I didn't verify the withdrawal method, but they didn't require verification during the first successful withdrawal. I understand that they may not accept change of withdrawal method (although it doesn't matter in my opinion which cryptocurrency we use because they are anonymous). But they can not close the account for this reason . They should inform me that the withdrawal was rejected and order another using the original withdrawal method.

Thank you very much, katarzytom711, 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. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello katarzytom711, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Favbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Favbet Casino,

Can you please provide further information regarding the player's account having been blocked? Can an alternative method for withdrawal be used, or are there other factors?

Kind regards,

Adam

Dear katarzytom711, 

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Favbet Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

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 katarzytom711, 

There has so far been no response, but as I have been passed another contact for the casino I would like to extend the timer one more time in the hope that we can find a resolution to this complaint.

If there is still no response after a further 7 days, I will close the complaint as previously described.

Kind regards,

Adam

Dear katarzytom711, 

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) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam