Bet24Star Casino - La cuenta del jugador está bloqueada.

I had €57,000 in my account balance during a bonus when I was suddenly blocked by bet24star.com! The reason given was that they needed to talk to the provider (bgaming) to determine whether my winnings were being processed legally... I haven't received a response for almost two weeks...

Ich hatte während eines bonus 57.000 euro auf meiner kontobilanz stehen, als ich plötzlich von bet24star.com gesperrt wurde! Begründung dafür war, dass sie sich mit dem provider (bgaming) zusammensprechen müssten, ob meine gewinne mit rechten dingen abliefen... seit knapp 2 wochen bekomm ich keine antwort mehr zurückgeschrieben...

Dear steinkellnerludwig,

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.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate 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,  

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I earned the winnings with an active bonus... I played mainly 'bgaming', Miss Cherry Jackpot Party... I am a verified player on bet24star.com

ich erzielte die gewinne mit aktivem bonus... gespielt wurde hauptsächlich 'bgaming', miss cherry jackpot party... ich bin verifizierter spieler auf bet24star.com

Dear steinkellnerludwig,

thank you for your reply.

Could you please specify which bonus you are referring to? If possible, could you please share the link for this bonus?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

after the deposit I wrote to the support 'B250'

nach der einzahlung schrieb ich den support 'B250'

Dear steinkellnerludwig,

thank you for your reply.

Could you kindly explain what you meant in your last reply, please?

Additionally, have you forwarded your communication with casino, please? I was unable to locate an email from you.

Looking forward to your reply,

Katarina

Dear steinkellnerludwig,

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.

You asked me about the bonus I used. I had to specify 'B250' in support to receive this bonus.

ihr habt mich gefragt nach dem bonus, den ich anwendete.. 'B250' musste ich im support angeben, um diesen bonus zu erhalten

B260 ... sorry for the typo

B260 ... sorry für den tippfehler

I've maintained contact, but the casino is still blaming the provider. They're waiting for a response from the provider, 'bgaming'. Such a nerve to block me just because my account balance was so high. But there's also a game history that clearly shows that I did indeed earn the 57,000 myself! Specifically, by purchasing free spins!

ich habe den kontakt nach wie vor aufrecht erhalten,, jedoch redet sich das casino immer noch raus auf den provider.. sie warten auf eine antwort des providers 'bgaming'.... eine derartige frechheit, mich zu sperren, nur weil mein kontostand so hoch war.. aber es gibt ja auch einen spielverlauf, in dem klar protokolliert ist, dass ich sehrwohl die 57.000 selbst erspielt habe!! nämlich mit freispiel-käufen!

Dear steinkellnerludwig,

thank you for your reply.

To move forward with this case, could you please forward your correspondence with the casino to katarina.d@casino.guru? Access to the casino's communications regarding this matter, including emails, live chat transcripts, and any relevant screenshots, is essential for a comprehensive understanding of the situation.

Looking forward to your reply.

Katarina

Dear steinkellnerludwig,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru