Bet7 Casino - Player's account has been blocked.

They debited 73 euros from my account and blocked my account, citing the fact that registration from my country is now prohibited. When I checked in, registration was allowed, I sent all the documents. I have a verified account and if there were problems, I would not have passed the verification. And I was free to play there until that moment how I requested a withdrawal.

They motivate this by the fact that the company’s policy has allegedly changed, which of course was not reported, and now they can only accept players from Portugal.

That is, in essence, these scammers in one moment simply stole all the money from all the accounts of players who were not residents of Portugal.

Common scam. How did they get the license and at the moment they are working on it is unclear.

Dear djak1987,

Thank you very much for submitting your complaint. I'm very sorry to hear about your problem. I have checked the casino's Terms and Conditions, and this is what I found:

Could you please advise where you got the information that the casino was now accepting only Portuguese players? Have you been in contact with customer support? Please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru.

Could you please specify if you made any successful withdrawals from this casino in the past?

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

They themselves answered me in a letter. I'll send you a screenshot by email. When I registered, players from Russia were accepted. I have successfully passed verification. Note that they themselves checked all my provided documents and allowed me to play; if there were any problems, I would not have passed the verification, right? I made a deposit and I had withdrawals of money and I played calmly. The last time I submitted a withdrawal request, my account was blocked and all the money was stolen from the account.

I'm sending screenshots by email.

1 I successfully submitted documents dated August 24

On September 2 and 3, when withdrawing money, I was informed that my account was blocked. The company's policy seems to have changed. How was I supposed to know this? When registering, I agreed to all the conditions and it was possible to register from the Russian Federation! If the company’s policy supposedly changed, why wasn’t I notified about this by mail and wasn’t allowed to withdraw the money remaining in my account, but was it simply stolen?

Thank you very much, djak1987, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, djak1987,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bet7 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bet7 Casino team,

Could you please provide us with an explanation of the situation in more detail?

Why should the balance be confiscated? Was the user informed about the change of Terms and Conditions on time? Was he provided with the option to withdraw his balance before the new Terms and Conditions started applying? Have those new Terms and Conditions been already changed/updated at all?

If there is no justified reason for the balance confiscation, what is the estimated time frame for paying out the player's remaining balance? How can he withdraw the disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Hi,

Thank you for reaching out.

Following this request we inform that the ammount is fully refunded on the players account.

djak1987 can withdraw the funds and after the account will be permentely closed.

The Bet7 T&C will be updated, we regret any inconvenience.

Kind regards,

Bet7 Support

All money has been paid. Many thanks to https://casino.guru/ and the entire team who helped solve the problem.

Great news, djak1987!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Bet7 Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru