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Hello, I played in a casino and got a 30% deposit bonus with a 33x wager

made a deposit on 04/09/2022 in the amount of 650 UAH! Won back put money on withdrawal 3 payments Two for 1000 UAH! One for 3000 UAH!

Only 2000 UAH came to the card! 3000 were rejected for withdrawal!

I wrote to support and they said that the bonus was not fully unlocked! It was already strange I twisted it and won 14,000 UAH!

Account verification passed!

I put 14000 on the withdrawal and they rejected me and told me to send a selfie with a document and a sheet where the date is written! I did it! Then he asked to confirm the card and send a bank statement!

I did it and I received an SMS on the email!

that in order to withdraw funds to the card you need to make a minimum deposit from the card, I did it!

after that my account was blocked and told to go through video verification!

since I played slots for the first time and incorrect questions were filled in at video verification! Name the slots that you played, what happens there, and so on!

Well, how can I remember all the slots that I played?

as a result, the account is permanently blocked!

Привет, играла в казино взяла бонус к депозиту на 30% с вайджером 33х

сделала 09.04.2022 депозит на суму 650грн! Отыграла поставила на вывод деньги 3 платежа Два по 1000 грн! Один на 3000грн!

на карту пришло только 2000грн! 3000 были отклонены для вывода!

написала в поддержу сказали что бонус не откручен полностю! Это уже было странно докрутила и выиграла 14000 грн!

верефикация аккаунта была пройдена!

поставила на вывод 14000 и мне отклонили и сказали прислать селфи с документом и листком где написаная дата! Я это сделала! Потом попросил подвердить карту и прислать выписку с банка!

я это сделала и мне пришло смс на емейл!

что для вывода средств на карту нужно сделать минимальный депозит с карты я это сделала!

после этого мой аккаунт заблокировали и сказали пройти видеоверефикацию!

так как играла в слоты первый раз и на видеоверефикации заливали не корректные вопросы! Назвать слоты которые играла что там происходит и тд!

ну как мне запомнить все слоты на которых я играла?

в итоге аккаунт заблокирован на всегда!

Dear txt09kk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that failed call verification was the main reason why your account remained blocked?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hello, verification was successful! The casino, most likely in order not to pay out the money, blocked me without explaining the reason

Привет, верефикация была удачной! Казино скорее всего чтоб не выплачивать деньги заблокировало меня без пояснение причины

Before starting to play, I passed the verification completely! When I won the amount of 5000 UAH, I decided to stop and put money on withdrawal! 3 payments 2 for 1000 UAH and one for 3000 UAH only brought me 2000 UAH!

and then the conclusion was rejected! I wrote to support and they told me that the wager was not wagered, although this is not possible, as the profile showed that I played the wager!

Well, I decided not to argue and play a little more

and put on the output is already 14,000!

I received an SMS in the mail that I need to go through additional verification (send a selfie with a passport and the date of which I took the photo)

I sent this photo!

after I was asked to suck a photo of the card and a bank statement!

I successfully did it!

and I received an SMS that in order to withdraw funds I need to make a deposit! I made the minimum deposit! After that my account was restricted and blocked!

I received a letter in the mail that I need to go through video verification with the operator!

04/11/2022

at 19:10 I got a call from the telegram support service, they asked me to show the document and asked a lot of questions about the casino!

and after that I get no responses and my account is blocked!

Я перед тем как начать играть прошла верификацию полностью! Когда я выиграла сумму в 5000 грн я решила оставнивиться и поставить деньги на вывод! 3 платежа 2 по 1000грн и один 3000грн мне вывели только 2000 грн!

и дальше вывод был отклонён! Я написал в поддержку и мне сказали что Вейджер не отыгран хотя это не возможно так-как в профиле показывало что я вейджер отыграл!

ну я решила не спорить и поиграть ещё немного

и поставила на вывод уже 14000!

мне пришло смс на почту что нужно пройти дополнительную верефикацию(отправить селфи с паспортом и датою которой я делала фото)

я отправила это фото!

после меня попросили присосать фото карты и выписку с банка!

я это удачно сделала!

и мне пришло смс что для вывода средств нужно сделать депозит! Я сделала минимальный депозит! После этого мой аккаунт был ограничен и заблокирован!

на почту пришло письмо что нужно пройти видео верефикацию с оператором!

11.04.2022

в 19:10 мне позвонили с службы поддержки в телеграмм попросили показать документ и задали много вопросов по казино!

и после этого я не получаю ответов и аккаунт мой заблокирован!

Thank you very much txt09kk for your reply. 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 soon.

Thank you, I'm waiting

Спасибо ожидаю

Hello txt09kk,

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

We would like to invite Vbet Casino UA to join the conversation and to aid in the resolution of this complaint.

Dear Vbet Casino UA,

Could you please clarify the exact reason for the player's winnings confiscation and the account having been blocked? If the reason for this is the failure of video verification, I kindly request that you send any relevant evidence to my email, adam.m@casino.guru, for us to review.

Hello txt09kk,

I have so far had no response from the casino, I will extend the timer for 7 days to allow more time to respond.

Hello txt09kk,

Has there been any development with your blocked account?

We have so far received no reply from the casino, but I am going to attempt to contact them again and allow more time for a response.

Hello, today I tried to log into my account and the account is unlocked, but the balance is 0 uah instead of 14600…

the casino deducted my balance!

and unlocked my account! I'm not very happy about it 🙁

Здравствуйте, сегодня по пробывала войти в аккаунт и аккаунт разблокирован но баланс 0 uah вместо 14600…

казино списало мой баланс!

и разблокировали мой аккаунт! Я не очень рад этому 🙁

Hello txt09kk,

Thank you for the update on the situation.

Dear Vbet Casino UA,

Can you please explain what has happened to the player's balance?

Hello txt09kk,

I have now made contact with the casino via Skype and they have informed me that the reason for your balance having been confiscated is the failure of the Video verification process.

I have asked the casino to send us the video so that we can review it and I am currently awaiting their response.

I'm looking forward to the result

I can already log into my casino account and make a deposit, but the balance is 0 hryvnia.

although when my account was blocked, the message to my email indicated that the account was blocked forever!

reason: fraud and the fact that they suspect that someone else was playing on the account.

Отлично жду результат👍

в свой аккаунт казино я уже могу входить и делать депозит но баланс 0 гривен.

хотя когда мой аккаунт заблокировали то в сообщение на мой email было указано что аккаунт заблокирован на всегда!

причина: мошенничество и то что вних подозрение что на аккаунте играл кто-то другой.

Hello txt09kk,

I asked the casino to supply the video but they initially stated that they could not provide it.

I have since asked if it would be possible to view the video with legal permission from you, and I am awaiting a further response.

Kind regards,

Adam

looking forward to more replies!

I'm only for them to provide a video call recording!

they claim that:

I did not play on the account!

жду дальнейших ответов!

я только за чтоб они предоставили запись видео звонка!

они утверждают что:

на аккаунте играла не я!

Hello txt09kk,

The casino has stated that they still will not be able to provide the video, and so I am awaiting further contact from them regarding an alternative form of evidence.

I will once more extend the timer and will continue to keep you updated on any developments.

Hello txt09kk,

I am yet to receive any further response from the casino but will give them additional time to reply in the hope we can resolve your issue.

We would like to ask Vbet Casino UA to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear txt09kk,

I have tried to contact the casino repeatedly but had no further response. I am afraid that without their cooperation there is nothing more we can achieve.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend you to contact Curacao Interactive Licensing (info@curacaolicensing.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Kind regards,

Adam