HomeComplaintsBeep Beep Casino - Player’s account has been closed without consent.

Beep Beep Casino - Player’s account has been closed without consent.

Amount: €12

Beep Beep Casino
Submitted: 07 Jan 2025 | Closed : 20 Jan 2025
Closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Germany had made a deposit at Bepp Bepp Casino and received a 200% bonus, but her account was now locked. Support claimed that the closure had been requested by her, which she disputed. The Complaints Team had attempted to gather more information but ultimately had to reject the complaint due to the player's lack of response to inquiries.

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Translation

Hello, I have a problem with the casino Bepp Bepp Casino. I signed up and made a deposit there about 3 or 4 weeks ago. Now, on Sunday, I deposited 12 euros and took the 200% bonus, and now the account is locked. I contacted support, and they claimed that it was closed at my own request, but that's not true. Can you please help me with this?

Automatic translation:
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Dear Ladybaby82,

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 clarify your situation.

Could you please forward me the conversation between you and the casino customer support about the closure of your account? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.

Has your account been locked temporarily, or permanently?

What was the balance in your account when the casino locked it?

Could you please specify if you ever requested a cooling-off period, or a self-exclusion from this or any other casino before?

Have you passed the full KYC verification?

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

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Dear Ladybaby82,

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.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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