Betlive Casino - La cuenta del jugador ha sido bloqueada.

Hello,

I had 3276€ in pending withdrawals ( split as 1000/1000/1000/276 ) since 14th May

My account was verified and I was patiently waiting for coming money.

Today I wanted to check how is it going and when I tried to login I got error "Client Blocked" I got confused. After checking my wallet it looks like the last payment of 276€ was processed today.

I make this complain because I'm afraid that won't pay me the 3x1000€ as I'm waiting over 3 weeks already for it.

Dear mckjbet,

Thank you very much for submitting your complaint. I’m sorry to hear about the sudden block on your account and the long wait for your withdrawals.

To help us look into this matter, could you please clarify a few points:

• Did the casino provide any explanation or send you an email about why your account was blocked?
• Have you received any payments besides the 276 € that was processed today?
• Could you please confirm which payment method you used for these withdrawals?
• Do you have any emails or screenshots showing the withdrawal requests and any communication with the casino regarding these payments? If yes, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 email addresses provided in your complaint thread.

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

Did the casino provide any explanation or send you an email about why your account was blocked?

They did not provide any explanations, even live support acted surprised that my account is blocked at the begin and later they clarified that it was just management decision.

Have you received any payments besides the 276 € that was processed today?

No, over a month since I requested frist withdrawal,3000€ is still not paid.

Could you please confirm which payment method you used for these withdrawals?

crypto usdt

Do you have any emails or screenshots showing the withdrawal requests and any communication with the

casino regarding these payments? If yes, please forward them to petronela.k@casino.guru.

email sent

Dear mckjbet,

Thank you very much for the clarification and for forwarding the relevant emails — I really appreciate your cooperation.

To better understand your case and continue our investigation, could you please let us know:

• What type of games did you mostly play before your account was blocked? For example, slots, live casino, table games, etc.
• Did you accumulate the €3,000 in winnings with or without an active bonus?
• If a bonus was active, do you remember the type of bonus and whether you met the wagering requirements?

Thank you in advance for your reply.

Hi Petronela,

I did not use any bonuses, I played with my money only in sportsbook and casino.

Thank you very much, mckjbet, for providing all the necessary information. I will now transfer your complaint to my colleague, Attila (attila.g@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

PS: Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello mckjbet,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betlive Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G

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. Since the casino operates with a license from a regulator that does not handle individual complaints against gaming providers and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Attila Gorkij