Bet Channel Casino - El bono del jugador es confiscado y la cuenta es cerrada.

While using the first deposit bonus to play, my balance suddenly dropped to zero.

When I checked my email, I found a message stating that my bonus had been confiscated and my account suspended due to alleged fraudulent use.

I have no recollection of any wrongdoing, and I played by carefully reading the terms of service, so I cannot accept this.

Additionally, there was a mention of a completely unrelated third party in the casino's email, which raised my suspicions.

Please investigate this matter.

初回入金ボーナスを利用し遊んでいると、急に残高が0になりました。

メールが届いていることに気付き確認してみると、ボーナスの不正利用を確認したので没収&アカウントを凍結するという内容でした。

全く見に覚えが無いですし、利用規約をよく読み遊んでいたので到底納得できません。

さらにカジノ側からのメールで全く関係の無い第三者の名前まで出てきて不信感があります。

調査をお願いします。

Dear niipoppo,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino confiscated $1,000 (dispute value)?
• Was your account verified?

Lastly, please post here the casino's website link so we can add it to our database. This step is necessary for us to proceed with the complaint.

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,

Kristina

I played live casino, table games and slots. I didn't play sports betting.

·that's right.

・I sent my identification documents and was waiting for the authentication to be completed.

Paste the casino URL

https://bet-channel.com/

・ライブカジノやテーブルゲーム、スロットも遊びました。スポーツベットは遊んでいません。

・そうです。

・本人確認書類を送って、認証完了を待っているところでした。

カジノのURLを貼ります

https://bet-channel.com/

Thank you very much for your reply, niipoppo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Christina, I have forwarded all correspondence with the casino to your email address. Please check it.

クリスティーナさん、あなたのメールアドレスにカジノとのやり取りを全て転送しました。確認お願いします

Thank you very much, niipoppo, for your cooperation. 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 niipoppo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet Channel Casino for their help in resolving this complaint. We would like to know why the player's account was closed and funds were confiscated.

Thank you!

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 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 Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter