Betlive Casino - El jugador cree que le han robado fondos de su cuenta.

This casino stole 290.45 euros from me. I requested a withdrawal of 500 and the rest of the money I had in the account on 09/15/2024, and today, 09/17/2024, I see they paid me, but the remaining money I had in the account has disappeared, and the account is at 0. I checked the transaction history, and there is a transfer made with the remaining balance from my account. I think those handling the withdrawals tampered with my account.

este casino me robo la cantidad de 290,45 euros, pedi un retiro de 500 y el resto del dinero que tenia en la cuenta el dia 15-09-2024 y hoy dia 17-09-2024 veo que me han pagado pero el dinero restante que tenia en la cuenta ha desaparecido y la cuenta esta en 0. entre a ver el historial y hay una transferencia que hicieron del saldo restante que tenia en el cuenta, creo que los que se encargan de hacer los retiros han metido mano en mi cuenta.

Dear 1bazat,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Have you contacted casino support and asked for an explanation? With what result?
• Could you please share a screenshot of what you can see in the transaction history in your player profile?
• Post the information here or send it to my email at tomas@casino.guru

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

Hello Tomas, I played in sports betting and yes I played with a welcome bonus, I had to do a rollover of X10 and on 09/12 I completed the rollover and on 09/15 I asked for a withdrawal of 500 and left a little more than 100 to continue betting and after several bets on 09/17 I had 290.45 in the account and the same day they processed the payment of 500 and they also took away the 290.45 euros and left my account at 0. I contacted customer service and according to their terms and conditions you can only make a withdrawal if you have played with a bonus and the rest of the money is kept by them, let's say that I did not know this term and it seems abusive to me and if I had known I would have withdrawn all the money and left nothing in the account. In the history, the payment that they made to me appears, as well as another transfer of 290.45 that they made. Let's know to which account and if I have a screenshot and can I share the history?

Hola Tomas, jugue en apuestas deportivas y si jugue con un bono de binevenida, tuve que hacer un rollover de X10 y el dia 12/09 complete el rollover y el dia 15/09 pedi un retiro de 500 y deje algo mas de 100 para seguir apostando y despues de varias apuestas el dia 17-09 tenia 290,45 en la cuenta y el mismo dia procesan el pago de 500 y me quitan tambien los 290.45 euros y me dejan la cuenta en 0. Me puse en contacto con atencion al cliente y segun sus terminos y condiciones solo se puede hacer un retiro si has jugado con algun bono y que el resto de dinero se quedan ellos, vamos que este termino no me lo sabia yo y me parece abusivo y si lo savia hubiera retirado todo el dinero y no dejaba nada en la cuenta. en el historial aparece el pago que me han hecho y tambien otra transferencia de 290,45 que hicieron a saber a que cuenta y si tengo captura y puedo compartir el historial

Thanks for the explanation.

I believe the 290 transfer refers to money confiscation based on the description of events.

Please note since the rules you supposedly breached are specifically related to your sports-betting activity we might not intervene in this situation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's justification and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

I apologize for not being able to help and for the disappointing result of your complaint. I'll forward several resources to your registered email that might help you pursue sports-betting-related complaints.

Tomas

Casino.Guru