Betswap Casino - La cuenta del jugador ha sido cerrada sin la debida justificación.

Hello,

1st March, I created account in that cassino and deposited 2000 PLN. At the same day, I won a price - 84000 PLN. I asked for withdrawal. My withdrawal was delayed due to „internal account review".

I asked many times about how long I need to wait a bit longer to complete process.

today (12th March) I recieved following e-mail:

Dear Mateusz,

Following a comprehensive internal review, we have identified multiple breaches of our platform rules, including intentional attempts to bypass standard risk and fraud prevention measures. This constitutes a serious violation of our Terms and Conditions.

As a result, your account will remain permanently closed. However, as a gesture of goodwill, your deposit will be refunded in full. The refund process has already been initiated, and you should receive the funds in accordance with your payment provider’s processing times, usually around 7 bussiness days.

In addition, any associated accounts have been restricted, and future attempts to access the platform may be subject to further limitations.

This matter is now considered closed. If you have any further questions, please feel free to contact our compliance team directly at this email address.

Best regards,

Betswap.gg Compliance Team

I think they try to dodge withdraw a winning price. All I did at that cassino is normal play via mobile web browser. I did not anything wrong. Can you help me?

Dear Drabio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino specified the multiple breaches?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hello,

Have you made any successful withdrawals before? 

- no, that was my first

Could you please confirm that you have passed the KYC verification?

 Yes, I completed ID verification on their website, they didn’t asked for additional documents or anything

Did you accumulate your winnings with or without an active bonus? 

No, I didn’t deposited with bonus, so I didn’t recieve any.

Has the casino specified the multiple breaches?

No, they didn’t provided additional information nor anything more than this e-mail

Additionally, I’m providing to you via e-mail: 

several correspondency with cassino via chat (sorry, I don’t have full chats because it simply expires)

Proof of balance - there are screen 4 Pages of pending withdrawal which I took 1st March before account block - you can simply sum up this to confirm balance

Proof of account block

E-mail from Compliance team with my responses (Ill forward mails separately)

Just to provide clarification - today I recieved refund of my deposit 2500 PLN. They still owe me amount of my winning - 81500

Dear Drabio, did you play only casino games, or did you also bet on sports?

Have you been able to find out the specific reason for your account closure from the casino?

Hello,

I played only casino games.

I didn’t recieved any communication from them since that I’ve sent to you already, so I still don’t know specific reason for my account closure.

Thank you very much, Drabio, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Drabio for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betswap Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Drabio, I have been in communication with the casino representative and have been presented with evidence indicating the existence of multiple accounts associated with you. As per industry standards, an individual is permitted to open and operate only a single account in their own name, utilizing their own funds.

Given that your actions constitute a clear violation of the casino’s established terms and conditions, we find the measures taken by the casino to be both appropriate and justified. We appreciate your understanding in this matter.

Kind regards,

Peter