FavoritoBet Casino - 入金後、プレイヤーのアカウントは閉鎖されました。

Hello. I registered at this casino on September 16 and made a deposit of 216 euros with a 100 percent bonus. I made the deposit with cryptocurrency, and it took about half an hour to process. As soon as the deposit appeared in my balance, my account was immediately blocked. When I asked why, they told me that there was suspicious activity and that I was under review. They asked me to wait up to three days. It's strange because I didn’t even have a chance to upload documents or go through verification, but they already flagged suspicious activity. They just stole my deposit and blocked me.

Здравствуйте. Зарегистрировался в данном казино 16 сентября, сделал депозит 216 евро под бонус 100 процентов. Депозит сделал криптовалютой и депозит шел примерно пол часа. Как только депозит пришел на баланс, меня сразу заблокировали. На мой вопрос почему, мне сказали, что мол подозрительная активность и меня проверяют. Попросили подождать до трех дней. Странно как то получается, я не успел даже загрузить документы и пройти верификацию, но они уже отметили подозрительную активность. Просто украли мой депозит и заблокировали. 

Dear artemsl2000,

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. 

• Do I understand correctly that you didn't place any bets after the deposit was credited to your casino account?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

After the deposit I didn’t make a single bet and didn’t even have time to enter any slot.

These are the messages from them in the chat, I saved them:

1. I would like to inform you that your account is currently under review by our backend management team in cooperation with the game providers. At this time, the only information we have is that management will contact you directly once the status changes and final steps are determined.

2.We just received the management decision.

Unfortunately, your funds will be confiscated and your account will remain blocked and we will no longer offer you our services.

После депозита я не делал ни одной ставки и даже не успел зайти в какой либо слот.

Это сообщения от них в чате, я их сохранил:

1.Я хотел бы сообщить вам, что ваша учетная запись в настоящее время находится на рассмотрении нашей команды управления бэкэндом в сотрудничестве с поставщиками игр. На данный момент единственная информация, которой мы располагаем, заключается в том, что руководство свяжется с вами напрямую, как только статус изменится и будут определены окончательные шаги.

2.Мы только что получили решение руководства.

К сожалению, ваши средства будут конфискованы, а ваш аккаунт останется заблокированным, и мы больше не будем предлагать вам наши услуги.

We have sent a response to the complaint regarding the actions and account activity of Artemsl2000 and associated accounts. Due to privacy and compliance with our platform’s policies, we are unable to disclose specific details here but can confirm that we have thoroughly reviewed the matter and provided a comprehensive response to the relevant parties. This was sent to kristina.s@casino.guru

We are looking forward to your quick response. Thank you.

Melina

What makes you think I have multiple accounts? No one has played from my device, no one has made a deposit to my wallet. What are you talking about? You took my deposit and I'm just asking for it back, I'm not asking for your money, but mine.

с чего вы взяли, что у меня несколько аккаунтов? с моего устройства никто не играл, моего кошелька никто не делал депозит. Вы о чем? Вы забрали мой депозит и просто прошу его вернуть, ваши деньги не прошу, а свои.

The explanation and all the proofs were sent to kristina.s@casino.guru from our official email on Wednesday, Nov 6, 2:27 PM (three days ago).

Hello everyone,

Thank you both for your replies.

Melina, I received your email, thank you. While I appreciate the description of the events, unfortunately, I will need more detailed supporting evidence confirming the connection between these accounts.

Would you be able to provide more screenshots where it is clear that these accounts are connected somehow?

Kristina, screenshot/proof has been sent to email now.

Melina

Thank you, Melina.

Dear artemsl2000,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.