bet O bet Casino - El jugador experimenta cancelación de retiro e investigación de cuenta.

I have been trying to withdraw from betobet since ending of August but they kept cancelling my withdrawal,now they are saying my account is under investigation.They dont tell me the reason,all they say vy email is that they will get back to me.Please I need your assistance.

Dear Moneygetta, 

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?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

I have not made any successful withdrawal because they always have a reason to cancel it

My kyc verification was successful

I made my winnings without any bonus

I just made another withdrawal

Do I understand correctly that you received your winnings from 12 September?

Yea,its remaining the one I did on September 15.I hoping to receive that one this Wednesday,will keep you updated if they pay me on Wednesday too.

Thank you for the information. Please let me know when you receive the winnings from September, 15. However, kindly keep in mind that we recommend players wait up to 14 days for the winnings to appear in their account.

There term and conditions says it takes 3 days,last one took 3 days,I hope I get paid tomorrow because thats the 3rd day when u minus weekends.I will keep you updated tomorrow

Please help me,they cancelled my withdrawal and even locked my account,I was now informed by them that my account us under investigation by the risk department without even telling me when the investigation will be over.I can't access my account currently

Have you received any email from the casino about blocking your account? If so, please forward it to veronika.l@casino.guru. Thank you.

I have forwarded the email

Below us email they sent me,not really fair

Thank you very much, Moneygetta, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Moneygetta,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Bet O Bet Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

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 Moneygetta,

I'm currently trying to get in touch with the casino's representatives internally, so I am now extending the timer by another 7 days to see what can be achieved.

I will keep you updated on any developments. I appreciate your patience.

Kind regards,

Tomas

Alright, thanks,are they replying the email you sent to them?

Please Thomas, explain more,are they replying to your email or what?

Dear Moneygetta,

For now, I don't have more information. I've only received a response that you should be contacting the casino's support, but I guess you have already done this.

Hopefully, there will be more progress until the timer runs out.

Kind regards,

Tomas

I hope seriously,thanks.

I have been contacting the casino,all I get is the same automated message for more than two weeks now, Wednesday will make it three weeks since they locked my account

Still showing me this, account still locked

Please Thomas, are you making progress with regards to my complaint?

Good evening Thomas, tomorrow is the deadline and am yet to get a feedback from betobet,can you send them an email to remind them that tomorrow is their deadline?.Thanks.I just want all this to end because uts stressing me out.I don't have multiple accounts neither did I cheat,dunno why the investigation us taking too long.

The time is up but my account remains locked,where you able to contact betobet?What the next thing to do?

Thomas,is there any update?if not,can you extend their time to more 7 days so that I ll know if they will unlock my account,thanks.

Dear Moneygetta,

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.

There is one more possible way to get your winnings back - I recommend you file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/), using a "Contact" button, or sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Tomas