Bets.io Casino - La cuenta del jugador ha sido cerrada sin explicación.

Dear Team,

The casino has inexplicably suspended my account. I never had any issues, and now suddenly I can't log in anymore.

I have been reaching out to the casino for a week and receive the same response every time: "I apologize again for the delay. As I have already mentioned, I will contact you later when I have more information."

I've been getting this message for a week, and no one can tell me anything. I haven't done anything to justify this.

I have thrown 40,000 Euros at this casino—is this the thanks I get?

Dear Guru team, please help me.

Liebes Team,

das Casino hat aus unerklärlichen Gründen meinen Account gesperrt. Ich hatte nie Probleme - plötzlich kann ich nicht mehr einloggen.

Ich wende mich seit einer Woche an das Casino und erhalte jedesmal die gleiche Antwort: Ich entschuldige mich noch einmal für die Verzögerung. Wie ich bereits sagte, werde ich Sie später kontaktieren, wenn ich weitere Informationen erhalte.

Diese Nachricht erhalte ich seit einer Woche, keiner kann mir was sagen. Ich habe nichts getan, was dieses rechtfertigen würde.

Ich habe diesem Casino 40000 Euro in den Rachen geworfen - und das ist jetzt der Dank?

Liebes Guru - Team, bitte helft mir

Dear Robin1989,

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

Please understand that we can’t penalize the casino for closing your account.

Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Please let me know if the casino withholds any balance on your account or confiscates any winnings, otherwise, we'll be forced to close your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

of course there is still credit on it.

That's the problem.

I have been playing there for many years and have spent a lot of money there. I can absolutely rule out any unfair play!

Hallo,

natürlich ist dort noch Guthaben drauf.

Das ist ja das Problem.

Ich spiele dort schon viele Jahre, habe dort sehr viel Geld gelassen. Ein unfaires Spiel kann meinerseits absolut ausgeschlossen werden!

"To proceed, we ask you to resubmit your documents in English and with notarization, as we cannot verify them in German.

This is only a temporary step and we will endeavour to resolve the issue as quickly as possible.

Kind regards,

VIP Department of Bets.io"

That was the answer from just now!

This is the last straw! I have had an account for years - I have put more than 40,000 euros into it and now I have to submit documents. I have done that and suddenly I have to have it notarized by a notary? I really think I'm in the wrong movie! Please help me dear team

„ Um fortzufahren, bitten wir Sie, Ihre Dokumente in englischer Sprache und mit notarieller Beglaubigung erneut einzureichen, da wir sie in deutscher Sprache nicht überprüfen können. 

Dies ist nur ein vorübergehender Schritt, und wir werden uns bemühen, das Problem so schnell wie möglich zu lösen.

Kind regards,

VIP Department of Bets.io"

Das war die Antwort von eben!

Das ist ja wohl das allerletzte! Seit Jahren habe ich einen Account - habe mehr als 40000 Euro dort rein gesteckt und nun sollte ich Dokumente einreichen. Das habe ich getan und plötzlich soll ich es von einem Notar notariell beglaubigen lassen? Ich glaube wirklich, ich bin in einem falschen Film ! Bitte helft mir liebes Team

Dear Robin1989,

Thanks for the clarification and ongoing updates regarding the situation.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos take KYC lightly. I understand your frustration, however the casino can ask for notarized documents.

If the casino has requested such documents the best course of action would be to provide them. It's nothing out of the ordinary, and we cannot ask the casino to skip this step if they already requested such documents from you.

Kindly let me know about the result of your verification efforts. If there is an issue you can't resolve with casino support, kindly share the relevant communication with us and we'll do our best to assist you.

You can inform me here directly in the complaint thread or forward the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Tomas, are you serious?

No casino in the world requires notarized copies. None!

The casino is operated in German - even after several years I have never come across anything like this! Where does the law say that I have to submit such documents? This has nothing to do with KYC! Why are you telling such a lie? Why do you support such scammers?

Do you understand, I deposited more than 40,000 euros in this casino and suddenly they block my account and demand these documents? I want to say that I submitted them, but I'm definitely not going to have them translated and certified! Do you know how much that costs? I'm really starting to believe that Casino Guru is working with the casinos against the players. I've never experienced anything like this in my life!

Tomas, ist das dein Ernst?

kein Casino der Welt benötigt notariell beglaubigte Kopien. keins !

das Casino wird auf deutscher Sprache betrieben - auch nach etlichen Jahren ist mir so etwas noch nicht untergekommen! Wo bitte steht im Gesetz, das ich solche Unterlagen einreichen muss ? Das hat nichts mit KYC zu tun! Warum erzählst du so eine Lüge ? Warum unterstützt ihr solche Betrüger?

verstehst du, ich habe in diesem Casino mehr als 40000 Euro eingezahlt und plötzlich sperren sie meinen Account und verlangen solche Dokumente? Ich möchte sagen, das ich sie eingereicht habe, aber ich werde garantiert diese nicht übersetzen und beglaubigen lassen ! Weißt du was das kostet? Ich glaube wirklich so langsam, das Casino - Guru mit den Casinos zusammen gegen die Spieler arbeitet. So etwas habe ich wirklich noch nie in meinem Leben erlebt!

... and after six days still no answer! Sad what is happening here!!!

... und nach sechs Tagen immer noch keine Antwort ! Traurig was hier passiert !!!

Thanks for your patience.

Sadly we are not able to argue against online casinos that require notarized documents, or in cases where online casinos require documents translated into another language.

If you don't wish to supply them, and there is no other issue regarding your verification, we'll be forced to reject your complaint as unjustified.

Kindly let me know about your decision going forward.

Dear Robin1989,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.