Bet7 Casino - The player's account got blocked.

Hello danirebelo91,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was ever verified? Did you accumulate your winnings with real money or did you use a bonus? Did the casino provide any proof of multi-accounting to you? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Olá, sim a conta está verificada.

Tenho a conta à dois anos, sempre depositei e levantei sem problemas.

Quando criei a conta usei um bônus de boas vindas, mas penso que até perdi, já foi à 2 anos.

No chat enviaram-me na altura, depois de muita insistência que queria uma prova do que estavam a alegar, uma imagem com uma entrada de um utilizador com um IP. Mas nada dizia que era igual ao meu. Eu pedi para mostrarem o meu IP, e de que local de país era aquele IP e nunca mais me responderam. Entretanto bloqueaeam-me a conta.

A última vez que tive uma resposta foi a 14/07

Thank you danirebelo91 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, danirebelo91,

I am sorry to hear about your situation. 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 player's situation in more detail? What next steps should the player take to get his account unblocked? 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’.

Hello, danirebelo91,

I was provided with an explanation from the casino. However, the provided data is not sufficient to substantiate the casino's claims and decision. Therefore, I requested further details and data from the casino representative, and currently, I am waiting for a reply.

Dear Bet7 Casino Team,

Please, could you please look at my last email and provide me with the necessary answers and details?

Obrigado, fico a aguardar uma resposta.

Dear danirebelo91,

Although I assume you have been already informed about it - I received the information that your casino account has been opened, and the funds were re-credited.

Can you please confirm the above-mentioned?

Would you like to continue playing in Bet7 Casino, or would you like to withdraw your balance? Can I consider the issue resolved?

Dear danirebelo91,

Was your issue resolved? Could you provide us with an update?

I am extending the timer by 7 days. Please note that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved.

We are looking forward to hearing from you.

Thank you, danirebelo91, for using the Casino Guru complaint resolution centre. After gathering all the information, I consider this case resolved. Now, 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.

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

Best regards,

Branislav, Casino.guru

Greetings all,

Based on an update provided by the player, the complaint was reopened.

"I haven't been paid anything yet, and I still don't have access to the account."

Dear Bet7 Casino Team,

The casino informed me that the player's account should have been reopened and the funds should have been re-credited.

Can you please provide us with an update on the player's issue? Why is his account still blocked? What should be done on the player's side to unblock the account and withdraw the funds?

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.

Good morning!

The player's account was reopened on 5th october and the founds were recredited at the same day.

If the player is having any issue to access his account he should reset his password in order to ask for a withdrawal.

Thanks

bet7 Customer support

Thank you for your explanation.

Dear danirebelo91,

Can you please follow the casino's instructions and let us know if it helped? Did you try to log into the right and valid account? Could you share with us a screenshot of the error?

Dear danirebelo91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Olá, já consegui acesso ao site, estou agora a tentar fazer levantamentos, quando conseguir eu dou feedback.

Obrigado

Alright, I understand, danirebelo91.

Please, let us know in case of any progress.

Looking forward to hearing from you.

Olá,

Os levantamentos continuam a ficar pendentes, tudo igual a antes de terem bloqueado a conta.

Ficam durante dias pendentes, e depois dizem que é atrasos no sistema.

Cancelei duas vezes o levantamento após esperar alguns dias, tentei mudar o método de levantamento, mas continua sempre pendentes.

Anexo conversa com assistente

Hello Daniel,

Please re-apply for a withdrawal via your Skrill email, we have tried to process your Neteller withdrawal and it is pending in the system.

If you still prefer to withdraw through your Neteller, you will need to make a minimum deposit to associate the email again due to updates that have occurred. This deposit can be withdrawn immediately and you do not need to wager the deposited balance.

Sorry about the situation.

Thanks,

bet7 Customer support

Acabei de fazer um depósito pela netteler para associar o e-mail.

Vou proceder com o levantamento...

Olá, fui verificar hoje, e cancelaram o meu levantamento.

Depois de ter efetuado um depósito conforme solicitado.

Agora dizem que o máximo permitido para levantamento é 500€.

Vou voltar a tentar. Andam constantemente a arranjar desculpas para impedir o levantamento.

Greetings all,

Thank you both for the updates, and I am sorry for the delayed reply (sick).

Dear danirebelo91,

Can you please provide us with the status of your new withdrawal request(s)?

However, it does not matter how long it will take (it may take longer than usual), I recommend you wait until there is a clear decision regarding the pending withdrawals. Please, do not cancel your withdrawals until there is information about approval or denial.

Dear danirebelo91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Bet7 Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru

Boa tarde.

A Bet7 limitou os meus levantamentos, mas estava a permitir os mesmos.

Neste momento bloquearam os últimos dois levantamentos, já estão à alguns dias (5 dias, cancelei e voltei a efetuar o levantamento, estou à espera à 4 dias agora)

Por isso ainda não consegui resolver totalmente o problema

Obrigado

Greetings all,

Based on the email received from the player, the complaint will be updated and closed.

"Hi 

I managed to solve the problem with Bet7, and I managed to withdraw all the money I had there. Thank you very much for the support."

Thank you, danirebelo91, 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, we 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.

Best regards,

Branislav, Casino.guru