Bet O Bet Casino - El jugador experimenta un bloqueo injusto y un retiro retrasado.

I had winnings after a few small deposits. (4 x $25). Or time I played with this amount and eventually got to winnings of $2325. At that time I wanted to make sure I didn’t change my mind and play/lose those winnings and asked for a wager/loss limit. They would say that it was added, but then it actually wasn’t or was removed instantly. So I asked through their live chat if I could have a week long cool off period and SPECIFICALLY asked if doing that would effect the withdrawl and I was told it wouldn’t. After a week I didn’t receive any notification or the withdrawl. My account was confirmed as fully verified and all KYC documents had been approved previously. I have emails confirming that. Then I went to log into it account and it was ‘blocked’. I went to their live chat and was told it was a different department and that I needed to continue to wait. A few more days go by and I go to the live chat again and am told I asked for a self exclusion (which I didn’t) and that my initial deposits would be returned. And that I am blocked for a month?! I then received 4 etransfers of $25 as refunds which I didn’t ask for but I have not accepted them. Now when I email their support@betobet.com I haven’t received any response and the live chat keeps ‘ending’ with no answers. I just want the withdrawl!

Dear Dinam10,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet O Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino inform you about when you supposedly asked to be self-excluded in the casino?
• Have you mentioned any gambling problems to the casino, or have you expressed you lost control of your gambling to the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Dear Dinam10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

These are the only two images I have. One is from when they were asking me for verification documents. Which were sent and the other is a screenshot I took at one point before I cancelled this transaction, played some more and then submitted a new withdrawl of $2325 as the final amount I was waiting on.

During my interactions in the live chat I had tried to add a wager or loss limit to my account so that I wouldn’t lose the winnings as a self precaution measure. Just as a precaution for myself. I did not at any point mention a problem or for an exclusion. After a few days I noticed that the wager/loss limits were not active and I was able to cancel the withdrawl and continue to play. Although I continued to win. Finally at the $2325 mark, I asked in the live chat for a cool off period and was ensured when I specifically asked that it would not affect my withdrawl. I actually made a joke about not wanting to lose the winnings and that I wanted to make sure. They assured me the withdrawl would be fine and the cool off would be for a week. This was on Thursday, March 7. On Friday, March 8, I was still able to log in, but I chalked it up to them not applying it. On Monday the 11th I tried to log in again and it said the account was blocked. Which I thought was the cool off period. But on Wednesday the 13th I received emails of refunding my initial deposits from two weeks before. I went into the live chat and was told I asked for an exclusion, which I did not, and that my winning were forfeited. As they don’t pay to people who have self excluded. Which I didn’t not do! And also doesn’t sound like a legitimate practise. I was told they would not longer speak to me and that I need to email their support team. Which I have done repeatedly since then and have not received any response at all. They allegedly said my account is blocked for a month. Which doesn’t make sense as to why the withdrawl would not be paid out regardless.



Thank you very much, Dinam10, for providing the necessary information. I will now transfer your complaint to my colleague MIchal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Dinam10,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bet O Bet Casino,

Could you possibly provide additional information regarding the self- exclusion and subsequent winnings removal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 tried to speak with the live chat option again after the 30 ban was (unasked for) supposed to be lifted. It hadn’t been and I was told yet again to email their support. Still no response. Well over a month now.

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.

I recommend you file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/), using a "Contact" button, or sending your complaint to info@gaming-curacao.com. 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 needed.

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

Best regards,

Michal V, Casino.Guru