World Sports Betting Casino ZA - プレイヤーのアカウントがブロックされました。

Good Day

I've recently registered at this casino and claimed a no deposit bonus of R50.

I then won R1000 with this bonus and have completed all the wagering requirements.

I was told to verify my account before requesting a withdrawal which was successful.

I then requested a withdrawal and received an email stating that i have violated the terms and conditions by creating duplicate accounts. Please note this is the first time that I've registered and the website requests your South African ID number upon registration to prevent the creation of duplicate accounts so it is highly unlikely that I have created duplicate accounts.

I tried to login to speak to support and they have told me that the decision is final and that my account will be blocked and I will not receive the money that I've won.

I can assure you that I only have one account and have won the money fairly. It seems as if they are looking for every reason not to pay the withdrawal which is extremely unfair. Please assist. Thanks

World Sport Betting username: 1****

Hello Fatiema,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with World Sports Betting Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is anybody else from your household also registered in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, my documents were approved on the 25/03/23.

Nobody in my household registered.

The last conversation I had with the casino was yesterday. I asked them why my account was blocked and why my withdrawal was canceled then they told me I created multiple accounts which is impossible as users are only allowed to register once with their SA Id number. All they said was their decision is final.

Thank you Fatiema for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on. Wish you best luck resolving it.

Best regards,

Nick

Hello, Fatiema,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite World Sports Betting Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear World Sports Betting Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 Fatiema,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend that you contact the responsible gaming authority - WCGRB (South Africa), and submit a complaint to them. It is possible to do it by filling in their Contact form (available HERE), or by using the relevant email(s) from the same webpage. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru