Bet20 Casino - La cuenta del jugador ha sido cerrada debido a una supuesta adicción al juego.

I hadn't been to Juan's Casino in a long time because the deposit limit had gone up a lot. Today I got to work at this hour and thought, "Okay, I'll play." I deposited a few minutes, and it says that if it takes a long time to wait, you should report it. Ten minutes passed, I reported it, and I sent a screenshot. They started sending me codes to enter, saying the account was closed. I didn't understand what was happening. So I started entering the codes, and the operator answered. I said, "Can I ask you a question?" and he said, "Listen, we have closed your account due to your gambling addiction." He listed a bunch of games and closed my account. I swear I'm not addicted to gambling. The only games I play are Free Party Viking Ford, The Witch, and even Roulette and all the other live games, not even football. They closed my account. I can't talk anymore. I'm telling you the truth, I'm angry, not because of the money, because they don't have any. They're completely untouchable, and besides, they're slandering me, defaming me. This goes beyond that, you understand? Because it's awful that they use an addiction. You understand, gambling is a form of entertainment. Drugs are an addiction to alcohol and cigarettes.

Hace mucho que no iba al casino Juan el casino porque había subido mucho el depósito y hoy yo llego a trabajar a esta hora dije bueno voy a jugar nada deposité ahí dice cuando depositas que si tarda muchos minutos que seguía lo comunicas pasaron 10 minutos lo comuniqué le mandé la captura de pantalla me empezaron a mandar códigos para que ponga se cerró la cuenta que ponga un código no entendía que pasaba bueno empecé a poner los códigos que era ya y el operador me contesta digo te puedo hacer una pregunta y me dice escúchame le hemos cerrado la cuenta por su adicción al juego y me puso una cantidad de lugares y me cerró la cuenta, yo juro que no tengo adicción al juego yo el único juego del free party vikingo Ford y a la brujita ni siquiera la burruleta ni a ninguno de los otros juegos en vivo ni fútbol me cerró la cuenta no puedo hablar más yo te digo la verdad tengo una bronca no por la plata porque no tienen son totalmente impunes y aparte me calumnia me injurian yo esto va más allá entendés porque es muy feo que usen de una adicción entendés el juego es una edición la droga es una adicción de alcohol cigarrillo

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ear Graledender2026,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have encountered with your account.

To better understand the situation, could you please clarify the following:

• What was your real-money balance at the time the casino closed your account?
• Regarding the deposit you made shortly before your account was closed, was this deposit successfully credited to your casino balance? If so, did you play with any of these funds before the account was closed?
• Has the casino provided any further explanation as to why your account was closed specifically due to gambling addiction or responsible gambling concerns?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello, thank you for the space you've given me. They didn't contact me by email. They apologized for the misunderstanding, but they closed my account because supposedly I had some game registrations and they automatically told me it wouldn't be reopened. I had already sent an email saying I wasn't interested in reopening the account, that I was interested in an apology because it causes moral damage, it's slander, they defame people out of nowhere. I'm not interested in the money that goes into the casino, nor in having my account reopened, but I am interested in a public apology, as I am doing now. On the other hand, I sent an email talking about the person, and then, with more technical jargon from the son of a family of lawyers, I hadn't entered that casino for more than a month and a half. The truth is, it's in the records that I hadn't entered the casino for more than a month and a half. I only played at night when I got home a little while before going to sleep, but you know, it would be like 5 or 6 in the morning because I work nights and maybe two hours passed. Weeks on Facebook, no, honestly, I don't understand why the accusation against me personally, calling me a "skinny addict" to anything, by someone who doesn't even see my face. It seems like they're providing a service, and it seems really disrespectful and irresponsible. If I were addicted to anything, that person would be hurting me. I'll post a way to delete the thread. Well, thanks, and I'll keep you posted. I just read this month where they said we hadn't realized it. I'm not interested, honestly, I'm not interested. And let them keep the money, buy candy, and that's enough for them. My problem isn't money, not right now.

Hola Gracias por la por el lugar que me dan no se comunicaron conmigo por mail me pidieron disculpas por el mal entendido pero que me hayan cerrado la cuenta porque supuestamente yo tenía unos inscripción al juego y automáticamente y me dijeron que no se iba a volver a abrir yo ya había mandado un mail diciendo que no me interesaba que de nuevo la cuenta que sí me interesaba el pedido de disculpas porqué causan daño moral son calumnias en injurian a personas de la nada, la plata que va dentro del casino a mí no me interesa la plata ni que me abran la cuenta pero sí el pedido disculpa públicamente así como lo estoy haciendo yo y por otro lado yo le mandé un mail hablando de la persona y después de más técnico con más tecnicismo por parte del hijo de familia de abogados este yo hacía más de un mes y medio que no entraba a ese casino la verdad está en los registros más de un mes y medio que Yo no entraba en el casino, solo jugar a la noche cuando llego a mi casa un rato antes de dormir pero sabes sería como a las 5 o 6 de la mañana porque trabajo trabajo de noche y capaz que pasen dos semanas a Facebook no la verdad es que no entiendo por qué la acusación a mí en lo personal que me traten delgadicta a cualquier cosa una persona que ni siquiera me ve la cara me parece está prestando un servicio me parece realmente una falta de respeto de responsabilidad y si yo fuera adicto a cualquier cosa esa persona me estaría haciendo daño poner la forma de borrar el tema. Bueno gracias y le sigo contando leí recién en el mes donde me decían que no habíamos dado cuenta no me interesa la verdad que no me interesa Y que se queden la plata compren caramelos y les alcanza mi problema no es la plata por ahora eso.

I'll add something else: I don't know the Silver Hands Casino, nor the casinos in Buenos Aires, nor the casinos in Europe or the United States, even though I've traveled everywhere, because I've never been to a casino. My niece is a cashier at a casino, and through her, she taught me how to get into them, and that's all. Last year, I went, but I'd never set foot in a casino, nothing. And a gambler who has a gambling problem plays all the games, whether it's racing, soccer, well, everything you see inside the online casino, which are all kinds of bets on the PlayStation. Well, thanks.

Te voy a agregar algo más yo no conozco ni el casino de manos de plata ni los casinos de Buenos Aires ni los casinos de Europa ni Estados Unidos que he viajado por todos lados porque nunca he ido un casino mi sobrina es cajera de un casino y a través de eso me enseñó a entrar en los casinos y nada más el año pasado pero jamás pisé un casino nada y un jugador que te tiene un problema con el juego jugar todos los juegos ya sea carrera fútbol bueno todo lo que se ve adentro del casino online que son todo tipo de apuestas en la PlayStation bueno gracias

Hello, good day. I have an update. Ves 20 sent me an email saying they opened the account solely for me to transfer the money I had there. That's all they tell me, and then the account will be closed again.

Hola qué tal buen día tengo novedades ves 20 me mandó mail diciendo que me abrieron la cuenta únicamente para que yo transfiera la plata que tenía ahí es lo único que me dicen y que luego la cuenta se cerrará nuevamente

What bothers me most is not the money issue, but the accusation that I suffer from gambling addiction, because it's far removed from reality.

El tema del dinero lo que a mí me molesta sino que la acusación que han hecho de que padezco ludopatía eso es lo que más me molesta porque salgo lejos de la realidad

Dear Graledender2026,

Thank you very much for the update.

You mentioned that the casino temporarily reopened your account so that you could withdraw the remaining balance. Could you please provide me with an update regarding these funds? Were you able to successfully withdraw and receive the full remaining balance?

Thank you very much in advance. I look forward to your reply.

Karla M.

Hi Carla, yes, they opened the account for me, and I withdrew the money I had deposited, which hadn't been credited to my account. That's why the conflict started. But what I really requested, the reason for my complaint, is that they labeled me a gambling addict, which I found terrible. Anyone who truly is one or has any addiction would react to such an accusation, you know how they feel. What I demanded was an apology from the casino, not that they open a new account for me. The truth is, I'm not interested in them opening a casino account for me, not in 20 million years. I do want an apology because it seems completely negligent on a personal level. They're still sending me emails to this day saying it was a board decision because of my gambling problems. This stemmed from a conversation I had where I complained about their inefficient system for deposits in the name of third parties, which hindered any kind of transaction. And it really didn't seem very clear to me that you didn't have a proper name for a deposit, not that big.

Hola Carla sí yo me abrieron la cuenta retiré los la plata que había puesto que era lo que había depositado que no me que no había entrado por eso empezó el conflicto y pero en realidad yo lo que lo que solicité es decir el motivo de la queja es que me hayan tildado de ludópata cosa que me pareció terrible porque cualquier persona que realmente lo es o tiene alguna adicción con una con una acusación así vas a saber cómo se pone no y lo que exigí es que disculpas del casino no que me abran una cuenta pero la verdad es que no me interesa que hagan la cuenta del casino ni en 20 millones de años pero sí las disculpas porque casi no me parece totalmente negligente a nivel personal cosa que me siguen mandando mails hasta el día de hoy diciéndome que fue una fue una decisión del directorio por los problemas que tenía yo con el juego, a raíz de una conversación la conversación que yo tuve fue la queja de la ineficiente forma que tienen de depósito a nombre de terceros que son lo que hacían entorpecer cualquier tipo de trámite. Y que realmente no me parecía algo muy claro que casi no tan grande no tuviste un nombre propio para un depósito

Hello Graledender2026,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Graledender2026,

Thank you very much for your clarification.

Could you please confirm whether you successfully withdrew and received all the funds that remained in your account when the casino temporarily reopened it?

Regarding your request for an apology, I completely understand that you disagree with the casino's decision and that being categorized as having gambling problems has been upsetting for you. However, Casino Guru cannot require or pressure a casino to issue a personal or public apology. Our complaint resolution process primarily focuses on resolving financial disputes and situations where players have been treated unfairly in relation to their funds or casino accounts.

Therefore, if you have successfully received all of your remaining funds, please confirm this so we can determine whether there is any unresolved financial issue in the case.

Thank you very much for your understanding and cooperation.

Best regards,

Karla M.