The player from Russia had reported that his funds were missing from his casino account following a period of inactivity. The player had been unsure of the exact date of his last login but had confirmed it had been more than six months. The Complaints Team had informed him that the casino had a policy to charge a monthly fee or close accounts that had been inactive for 12 months. However, the player had lacked supporting evidence to confirm the status of his funds prior to the inactivity. The casino had later returned the funds to the player's account, and he was then dealing with a withdrawal issue independently. Thus, we had marked the complaint as resolved.
18bet Casino - Player's funds are missing.
Amount: 2,500 руб
18bet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
18bet Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I hadn't logged into my account for a long time and when I did so today, I found that all the money in my account had been stolen. Scammers are simply stealing money from accounts.
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11 months ago
Dear djak1987,
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 when was the last time when you successfully logged into your account?
- Was your account successfully verified previously?
If there’s any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.
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
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11 months ago
Translation
I don't remember the last time I logged into my account. The history of bets and transactions can only be viewed for the last six months. I think these scammers are simply stealing money from players who have not logged into their account for a long time. Account has been verified.
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11 months ago
Could you confirm if it has been more than six months since you last accessed your casino account? Thank you.
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11 months ago
I apologize, but I require more specific information regarding the last time you accessed your account. It's important to note that each casino has its own policy regarding dormant accounts, and understanding when you last accessed your account can help provide insights into any potential impact on your funds according to that policy.
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11 months ago
Translation
I definitely haven’t visited for six months. I don't know the exact date.
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11 months ago
I have checked the dormant policy of the casino and this is what I found (here):
6.1. Accounts having no recorded activity for a period of 12 months are considered to be inactive. Shark77 Limited reserves the right to charge a monthly € 5 fee once this 12 month period lapses, and or to close an inactive account instead of continuing imposing monthly fees for inactivity. In such cases of closing inactive accounts, Shark shall endeavor to refund any remaining balance to the player, whether by remitting the balance directly to the player or otherwise by contacting the player based on information available for his account.
Does this apply to your situation? If not, kindly provide any supporting evidence indicating that the funds were in your account, preferably with a timestamp, to ensure we have substantial proof before reaching out to the casino directly. You can email me at petronela.k@casino.guru.
Thank you.
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11 months ago
Translation
Unfortunately I have no such evidence. I can only view my history of bets and transactions for the last six months. I asked the casino for my account information for the last 2 years. They are obliged to provide them.
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11 months ago
I genuinely apologize, but it's difficult for us to advance with a case when there is a lack of supporting evidence, and you haven't provided an estimate of when you last accessed your account. Requesting data from the casino for the past two years may not be granted, as casinos are not obligated to retain personal information for extended durations.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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11 months ago
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How will I remember the last time I went to a casino? I'm waiting for a response from the casino. That is, they steal money from players’ accounts and show the period only for the last six months, so that the player cannot prove in any way that his money was stolen. Scammers.
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11 months ago
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The casino responded. Returned the stolen money to my account. Only now there is a problem with the output. I will try to solve it myself with the casino for now.
This complaint has been resolved and can be closed.
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11 months ago
As the problem has been successfully resolved between the player and the casino without our intervention, we will now close the complaint as ‘resolved’ in our system. Thank you very much, djak1987, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
