Bet24Star Casino - Player's account is suspended and his winnings are withheld.

Hello,

On May 31st 2023, my account got suspended. I have had there 1 pending withdrawal on around 800/900 EUR (requested on May 20th) and another around 200/300 EUR in my balance. Just after suspension I have received this e-mail from support@bet24star.com:

"Hello,

Your account has been suspended from the Fraud department, as there has been some suspicions that need to be checked. 

We will contact you again once we have the final answer.

Regards, 

Bet24star"

It was 31.05 and I have not received this "final answer" until now despite I have been sending many e-mails to them.

Before being suspended I have been doing everything according to the terms and conditions of this casino. I am 100% sure about it because during play and before making every deposit and getting every bonus I have always been in touch with casino consultant on the chat and I have been asking for everything like maximum bet per spin, wagering requirements and excluded slots. 

Out of nowhere on 13.07 I was informed by their financial department (finance@bet24star.com) that "according to the terms and conditions, you are eligible to receive a 100 EUR payment."

Please contact them. You have my permission for full access to my account, including betting history, transactions and all chats with consultants. I have totally nothing to hide. My account at this casino is registered with the same e-mail (j*****@gmail.com) as on casino.guru.

I'm sending you screenshots of my all correspondence with them.

If you have any questions, don't hesitate to ask me.

Kind regards

Jakub *****

Dear Mixer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet24 Star Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long you were a player of the casino?

How did you learn about your account being blocked?

What games did you play to accumulate your balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance 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,

Tomas

Hello,

First of all, thank you for your attention. I am sorry for a late response but I do not have a much time during a week. Let me answer for your questions:

I registered my account on 4th of February 2023.

I have found out that my account has been blocked from the e-mail.

I have been playing only in slots.

I have achieved my balance with a bonus.

I am looking forward to hearing from you.

Kind regards

Mixer

Thank you very much, Mixer, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Mixer for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet24 Star Casino for their help in resolving this complaint. We would like to know why was the player blocked and if we can do anything to help resolve this issue.

Thank you!

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.

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. In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=bet24star.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter