Belabet Casino - Player’s winnings and deposit have been confiscated.

The casino has rejected my withdrawal attempts and has now emptied my account, taking both my deposit and winnings.

Dear ericleo,

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 which games you played - slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino confiscated R$470 (dispute value)?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina!

Could you please advise what games you played - slots, live casino, sports betting, etc.?

answer: pragmatic slots various games.

Did I understand correctly that the casino confiscated R$470 (dispute value)?

answer: I deposited 150 BRL and got a bonus of 150 BRL with rollover, when I managed to reach the rollover I had 472.00 BRL and I requested a withdrawal of 470 BRL.

Have you accumulated your winnings with or without an active bonus?

answer: yes, I had the 100% active bonus, I got the winnings and got the rollover.

Follow transaction history, deposit of 150 BRL and rejected withdrawal attempts of 470 BRL, and the account is zero

Thank you for your reply, ericleo. Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina, I sent it to your email, 3 emails I sent went unanswered, thank you!

Thank you very much, ericleo, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

They haven't refunded the money so far and they don't respond to the chat either.

Hello ericleo,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Belabet Casino representative to join this conversation and participate in resolving this complaint.

Dear Belabet Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello ericleo, we have recently launched the site and are experiencing some difficulties with the chat and the ability to communicate with users. But we're going to fix it. There may also be problems with withdrawals, but we will resolve these promptly through Softswiss.

About your situation.

When we launched the site, we had the bonuses and tournaments set up/configured by Softswiss (Retention Manager). The Retention Manager created a 'test recurring' tournament to test how the tournament worked etc. This tournament was forgotten to be enabled or removed by Ss and players got free money and tried to cash out en masse. 1 of them was Ericleo. The money that had been credited to him in error was written off. Ss soon admitted their mistake, but did nothing more than delete the 'test recurring' tournament.

We are very sorry for what has happened, but we cannot refund Ericleo's 470 BRL. However, we can refund your deposit of 150 BRL and give you a small bonus.

I just deposited 150.00 BRL and got a bonus of the same amount with rollover, I got the bonus rollover and I had 470.00 BRL, I didn't participate in any tournament, I didn't get any free money just the 100% bonus, no I deleted no tournament, but you have to give some excuse not to pay, give me back my 150.00 BRL deposit and you don't need to give any bonus to avoid having these "tournament" excuses, I saw that my account is zero, wasn't it? returned no amount, it is not fair to return only the deposit, because if I had lost my 150.00 even with this error you would not return my money.

So charge my account with 150.00 BRL, this money is already lost because you give a lot of excuses not to pay.

My account is zero as you can see

I am pleased to inform you that your BRL 150.00 deposit has been refunded to your Belabet account. We're very sorry for what happened. 

About the 'test recurring' tournament

The tournament automatically credits players every few days at 00:00:00. The 10 users who were most active during the given period of days were selected. Players were selected based on the number of bets placed on a given day. You didn't personally see that you were participating in the tournament (it wasn't displayed to you in any way), so you couldn't accept or cancel your participation in the tournament. On 2024-05-15 00:00:00 you placed 5th in the tournament, and on 2024-05-17 00:00:00 you placed 3rd in the tournament, for which you received prizes in the form of a balance boost.

My balance increased by playing slots, I played and won, I received game prizes from providers, not your prize, increasing my balance!!!

So what I won wasn't worth it and my place in the tournament wasn't worth it either.

The time I wasted playing was worthless at this Casino.

My balance is here players 150 BRL.

Now I will have to bet 1 x deposit and then try to withdraw.

I bet my deposit once and requested a withdrawal in the amount of 130.00 BRL, when I receive it in my account I will finalize the claim.

I received my withdrawal of 130.00 BRL but without the amount I was entitled to of 470.00 BRL, thank you Kristina and Stefan for your help, Belabet us players want to have fun and maybe make some gains, without going through this whole situation, but at this Casino I will no longer play Casinoguro can finalize the complaint, but with the exception that the Casino did not pay the amount I had direct, thank you until next time.

Thank you, ericleo, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.

You can close the case with reservations, Stefan, as they didn't pay me what I was entitled to.

Thanks for your help see you soon!

Dear ericleo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Stefan, Casino.Guru