B2XBET Casino - Player’s account has been closed due to alleged bonus fraud.

My account was blocked after the first withdrawal of 5 thousand... and now they are claiming bonus fraud... I have no idea what this is...

Dear axienewdson01,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what bonus did you activate and play with? Kindly send me the screenshot or the link to the bonus.

Have you passed the full KYC verification?

Have you received any email from the casino after your account was blocked? If you have, please forward it to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have been blocked for more than 3 months apparently and only now have I seen the case, the bonus was the Initial Deposit that Deposits 500 and wins 100% with a rollover of 30x, and so it happened I normally ran some high bets on the gates of OLYMPUS which by the way paid a lot of money, something around 12 thousand, and then I managed to beat the Rollover, when I withdrew the first 5 thousand, I left 500 reais of balance and with those 500 I composed another bonus with real BALANCE that paid me more than 8 thousand.

and so my account was blocked and they claimed "Bonus FRAUD" in the support chat

They keep examining the account looking for some error that doesn't exist. I go to the support chat every day and they say the same thing, that the account is under ANALYSIS... but it's been 3 months. since the last withdrawal.

Have you received any email from the casino after your account was blocked? Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you.

No, I've just been blocked, I've contacted support asking for this email to forward to you, but they just say that my account is being re-evaluated, but it's been 3 months.

Thank you very much, axienewdson01, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello axienewdson01,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite B2XBET Casino to join the conversation.

Dear B2XBET Casino,

Can you please clarify how the player allegedly violated the bonus rules? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

I'm still waiting for a reply from b2xbet. my client is still blocked.

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.

Dear axienewdson01,

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. 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 might 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. Although the casino licensing authority Curaçao Gaming Control Board (GCB) currently does not handle complaints, they plan to implement a procedure for this in the near future. It may still be worth submitting a complaint to them. There is a contact form available, where it is mentioned that if you are submitting a complaint you should make sure to include the name of the operator, so please do so. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru