SportsBetting.ag Casino - プレイヤーのアカウントは閉鎖されました。

I made a deposit and after a few days my account had over $11,000. I wanted to order a payment, but my account was blocked. I sent the documents, but did not receive a response.

Dear Kaylyn,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you accumulated your winnings with or without a bonus?
• What types of games did you play? Were they slots, live casino games, or did you make bets on sports?
• Could you kindly specify when exactly you submitted your documents for verification? Which documents did you provide?
• Have you received any emails from the casino after your account was blocked?

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

Best regards

Veronika

Dear Veronika,

I received a bonus at this casino and fulfilled the conditions for wagering the bonus. I played slots and placed sports bets. I sent my passport, a selfie with the passport and a document confirming my address on November 10th. In the chat they told me that the documents had been received, but the account was still blocked.

I received an email that my account was closed and I would not even get my deposit back. But I didn't break the casino rules.

Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. Thank you for your patience and cooperation.

I forwarded the email from the casino to Veronika.

Thank you very much, Kaylyn, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Kaylyn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SportsBetting.ag Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter