The player from Finland has been unable to withdraw a sum of 955€ due to his account being frozen. Despite providing the necessary verification documents, his account was suddenly blocked for alleged 'cheating'. His attempts to at least retrieve his initial deposits were also denied. We rejected the complaint because the player's account was blocked due to sports betting activities that violated the casino's policies, and we lacked the necessary knowledge to act on this kind of issue.
b-Bets Casino - Player’s withdrawal confiscated due to account closure.
Amount: €955
b-Bets Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I tried to withdraw (as I recall) an amount of 955€. They asked for verification before this could be possible, so I provided this by attaching a picture of my driver's license, a bank statement, and lease agreement. These were accepted. After these were accepted, I tried logging into the casino and the status was written as "your account has been frozen". So, I sent a message asking why this was, and the response was apparently, I had "cheated" and they couldn't give me back my money. I then asked if I could at least get back the amount I had deposited, but the answer was no. I've been trying to resolve this, as I've noticed on a forum that several other users have had exactly the same problems as I have. In my opinion, it's rather pointless to discuss this with the casino itself, since their email reply times are slow, and in live chat, they just tell you to send an email. So, I've decided to post a message here to see if anyone can help. 🙂
Automatic translation:
Public
Public
1 year ago
Hello snuggerud18,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with b-Bets Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Dear snuggerud18,
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.
Public
Public
1 year ago
Translation
My user has been confirmed on 23.8, I got my winnings with real money, I played betting, I haven't talked to the casino for a while, but the last time I talked, I got answers that I won't get my money, etc.
Automatic translation:
Public
Public
1 year ago
Hello snuggerud18,
Do I understand it correctly that you did play sports betting only and no casino games?
Public
Public
1 year ago
Translation
I mostly played sports betting but also small amounts of casino
Automatic translation:
Public
Public
1 year ago
Hello snuggerud18,
As the casino did not clarify the exact reason of blocking your account, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Please keep in mind that if it turns out to be a sports betting related issue, we will be forced to reject the complaint as we deal only with casino complaints.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 year ago
Hi snuggerud18,
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 b-Bets 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
Public
Public
1 year ago
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.
Public
Public
1 year ago
Dear snuggerud18,
I'm currently trying to get in touch with the casino's representatives internally, so I will extend the timer by another 7 days to see what can be achieved.
I will keep you updated on any developments. Thanks for your patience.
Kind regards,
Tomas
Public
Public
1 year ago
Dear snuggerud18,
I have received a response from the casino representative that they should be replying here in the complaint thread soon. Therefore, I'm extending the timer by another 7 days.
Kind regards,
Tomas
Public
Public
1 year ago
Dear snuggerud18,
I was provided with evidence confirming your issue is sports betting-related. As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. Therefore, I’m forced to reject your complaint.
I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.
Thank you very much for your understanding.
Kind regards,
Tomas
