Bet7 Casino - La cuenta del jugador fue bloqueada.

Good afternoon

I have been registered for months at this casino without any problem with withdrawals or deposits.

This weekend, to my astonishment, they blocked my withdrawal and left only the deposit amount in my account, with the rest of €3621 being deleted and withdrawal cancelled.

Amazed I send an email asking for information and they tell me that the account was used in conjunction with a "F****** S***a" with the same IP!

I have a verified account, I don't even know anyone named Francisco Silva and I only use my mobile phone with mobile data to access it.

Please help each other to solve this problem. This house with these random answers is demonstrating that they are not reliable or even trying to solve the problem. This problem can only be theirs, because I've never met a "F*****S****" in my life, nor does anyone use my cell phone.

I can give you all the data you need, even the cell phone's IMEI, operator, phone number so you can see if it's wrong. I need my money back.

Thank you very much

Boa tarde

Estou registado há meses neste casino sem qualquer problema de levantamentos ou depósitos.

Este fim de semana, para meu espanto, bloquearam-me o levantamento e deixaram apenas o valor de depósito na minha conta, tendo o resto dos 3621€ sido eliminados e levantamento cancelado.

Espantado eu mando email a pedir informação e dizem-me que a conta foi usada em conjunto com um "F****** S***a" com o mesmo IP!

Eu tenho a conta verificada, não tenho ninguém chamado Francisco Silva conhecido sequer e só uso o meu telemóvel com dados móveis para aceder.

Por favor ajudem-se a resolver este problema. Esta casa com estas respostas aleatórias está a demonstrar que não são fiáveis nem sequer tentam resolver o problema. Este problema só pode ser deles, pois nunca na vida conheci sequer um "F*****S****", nem tao pouco ninguém usa o meu telemóvel.

Posso dar todos os dados que necessitam, até o IMEI do telemóvel, operadora, número de telefone para verem que estão errados. Preciso do meu dinheiro de volta.

Muito obrigado

Hello mauroatec,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your account verified? When was the last time you processed a deposit or a withdrawal? Did the casino explain what connection is supposed to be between you and the other person? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good Morning,

Well, I'm registered and verified since the 20/10.

I've played since then as they had good support and whenever I had withdrawals to make, they did, until the last one without any problems. I've always bet with my IPhone that's been mine since I was young, my number has always been the same, the operator has always been the same. I haven't had any problems in months, and now they say that my account is linked to the so-called "Fr****** Si****", a name invented by them, because I've never met a Francisco Silva in my life.

To resolve this matter, I sent messages in the chat to question it, in which they only replied "We are sorry for what happened."

They don't tell me which access triggered this situation, they don't tell me who this Francisco is, they don't say the IP, they don't say the device through which it was accessed, nothing.

I'm available to demonstrate whatever it takes to get my money back, I never thought this could happen to me.

Bom dia,

Ora bem, eu estou registado e verificado desde dia 20/10.

Joguei desde então pois apresentavam um bom suporte e sempre que tive levantamentos a fazer, fizeram, até este último sem qualquer problema. Sempre apostei com o meu IPhone que é meu desde novo, o meu número também sempre foi o mesmo, a operadora sempre a mesma. Em meses não tive problemas, e agora dizem que a minha conta está ligada ao tal "Fr****** Si****", nome inventado por eles, pois nunca na vida conheci um Francisco Silva.

Para resolver este assunto enviei mensagens no chat a questionar, no qual apenas me respondem "Lamentamos o sucedido."

Nao me dizem qual o acesso que tal despoletou esta situação, não me dizem quem é esse tal Francisco, não dizem o IP, não dizem o dispositivo pelo qual foi acedido, nada.

Eu estou disponível para demonstrar tudo o que for preciso para reaver o meu dinheiro, nunca pensei que isto me pudesse acontecer.

Hello mauroatec,

Could you please forward all the communication between you and the casino to nikolas.b@casino.guru?

Hi Nick,

I have now sent three emails with the conversations including images and data from the mobile phone, operator, IMEI, all shared with Bet7, which has not yet responded to me about it. There is no association with a Fr*****o S**** in my personal or professional life. And they just don't answer me...

Olá Nick,

Enviei agora três e-mails com as conversações inclusive imagens e dados do telemóvel , operadora, IMEI , tudo partilhado com a Bet7 que até hoje ainda não me respondeu sobre isso. Não há qualquer associação a um Fr*****o S**** na minha vida pessoal ou profissional. E eles simplesmente não me respondem…

Thank you mauroatec for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mauroatec,

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

We would like to invite Bet7 Casino to join the conversation and participate in the resolution of this complaint.

Dear Bet7 Casino,

Can you please clarify how the player's account is linked to the other account, and provide supporting evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Dear mauroatec,

There has been no further response from the casino, I will contact them once more.

We would like to ask Bet7 Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Good afternoon,

The house will not respond? I don't understand this attitude towards users and how they have a license to operate under these conditions...

Boa tarde,

A casa não vai responder? Não estou a entender esta atitude com os utilizadores e como é que têm licença para operar nestas condições...

Dear mauroatec,

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.

In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

Dear mauroatec,

I have reopened this complaint as I have come to understand that the situation has now been resolved. Can I ask you to please provide an update on the situation, and confirm if you consider the matter to be resolved?

Kind regards,

Adam

Good afternoon,

The player's account was reopened and the entire balance is available as well.

He will be able to use the account normally from now on.

Sincerely,

bet7 Customer Support

Good afternoon,

I can't use the account normally.

I don't have access to anything, not even the live chat.

The amount in question is €3621 and the balance they put in was €3221.

I asked for a withdrawal and they already canceled my withdrawal.

So the only thing I ask is:

That they return the missing money;

That they pay the money that is mine, because opening the account and canceling withdrawals cannot be a way around the situation.

If you prefer, you can pay my 3621€ directly and close the account, as the account is not enough for anything, neither to watch markets, nor for livechat, nor to see my betting history at the house. Everything is blocked.

Thanks.

Boa tarde,

Não consigo usar a conta normalmente.

Não tenho acesso a nada, nem sequer ao live chat.

O valor em causa são 3621€ e o saldo que puseram foi 3221€.

Pedi um levantamento e já me cancelaram o levantamento.

Pelo que, a única coisa que peço é:

Que devolvam o dinheiro em falta;

Que paguem o dinheiro que é meu, porque abrir a conta e cancelar levantamentos não pode ser uma maneira de contornar a situação.

Se preferirem, podem pagar diretamente os meus 3621€ e fechar a conta, pois a conta não dá para nada, nem para ver mercados, nem para livechat, nem para ver o meu histórico de apostas na casa. Está tudo bloqueado.

Obrigado.

Dear Bet7 Casino,

Can you please clarify why there is a difference in the player's account balance?

Kind regards,

Adam

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 mauroatec,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Bet7 Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear Adam,

This claim is already solved and close , please check in your CC inbox from Gaming Curacao Authority, on the

17/03/2023.

Regards,

Bet7 Customer Support

Dear mauroatec,

Can you please respond and confirm that the matter has now been resolved?

Kind regards,

Adam

Dear mauroatec,

I will extend the timer once more, please let us know if the situation has been resolved. If we do not hear from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Good morning,

I apologize for my delay.

I can't do anything with my account other than withdrawals. They limited everything, not even watching the games with you.

Bom dia,

Peço desculpa pela minha demora.

Não consigo fazer nada com a minha conta senão os levantamentos. Limitaram tudo, nem ver os jogos consigo.

Dear mauroatec,

I understand that your account is still blocked, but can you confirm you have received your payments?

Kind regards,

Adam

Dear mauroatec,

I will extend the timer once more, please confirm that all payments have been received by you. It is at the discretion of the casino if they wish to discontinue offering their services to you, so if you have received payment we would consider the matter resolved in this case.

If we do not hear from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear mauroatec,

It seems that this complaint has been resolved, but without confirmation that you have received the payment we have no option but to reject this complaint as mentioned.

Kind regards,

Adam