Bet7 Casino - The player's account got blocked.

Good afternoon

I have been registered for months at this casino without any problem with withdrawals or deposits.

This weekend, to my astonishment, they blocked my withdrawal and left only the deposit amount in my account, with the rest of €3621 being deleted and withdrawal cancelled.

Amazed I send an email asking for information and they tell me that the account was used in conjunction with a "F****** S***a" with the same IP!

I have a verified account, I don't even know anyone named Francisco Silva and I only use my mobile phone with mobile data to access it.

Please help each other to solve this problem. This house with these random answers is demonstrating that they are not reliable or even trying to solve the problem. This problem can only be theirs, because I've never met a "F*****S****" in my life, nor does anyone use my cell phone.

I can give you all the data you need, even the cell phone's IMEI, operator, phone number so you can see if it's wrong. I need my money back.

Thank you very much

Hello mauroatec,

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 since when exactly is your account verified? When was the last time you processed a deposit or a withdrawal? Did the casino explain what connection is supposed to be between you and the other person? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good Morning,

Well, I'm registered and verified since the 20/10.

I've played since then as they had good support and whenever I had withdrawals to make, they did, until the last one without any problems. I've always bet with my IPhone that's been mine since I was young, my number has always been the same, the operator has always been the same. I haven't had any problems in months, and now they say that my account is linked to the so-called "Fr****** Si****", a name invented by them, because I've never met a Francisco Silva in my life.

To resolve this matter, I sent messages in the chat to question it, in which they only replied "We are sorry for what happened."

They don't tell me which access triggered this situation, they don't tell me who this Francisco is, they don't say the IP, they don't say the device through which it was accessed, nothing.

I'm available to demonstrate whatever it takes to get my money back, I never thought this could happen to me.

Hello mauroatec,

Could you please forward all the communication between you and the casino to nikolas.b@casino.guru?

Hi Nick,

I have now sent three emails with the conversations including images and data from the mobile phone, operator, IMEI, all shared with Bet7, which has not yet responded to me about it. There is no association with a Fr*****o S**** in my personal or professional life. And they just don't answer me...

Thank you mauroatec for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mauroatec,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bet7 Casino to join the conversation and participate in the resolution of this complaint.

Dear Bet7 Casino,

Can you please clarify how the player's account is linked to the other account, and provide supporting evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Dear mauroatec,

There has been no further response from the casino, I will contact them once more.

We would like to ask Bet7 Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Good afternoon,

The house will not respond? I don't understand this attitude towards users and how they have a license to operate under these conditions...

Dear mauroatec,

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 Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

Dear mauroatec,

I have reopened this complaint as I have come to understand that the situation has now been resolved. Can I ask you to please provide an update on the situation, and confirm if you consider the matter to be resolved?

Kind regards,

Adam

Good afternoon,

The player's account was reopened and the entire balance is available as well.

He will be able to use the account normally from now on.

Sincerely,

bet7 Customer Support

Good afternoon,

I can't use the account normally.

I don't have access to anything, not even the live chat.

The amount in question is €3621 and the balance they put in was €3221.

I asked for a withdrawal and they already canceled my withdrawal.

So the only thing I ask is:

That they return the missing money;

That they pay the money that is mine, because opening the account and canceling withdrawals cannot be a way around the situation.

If you prefer, you can pay my 3621€ directly and close the account, as the account is not enough for anything, neither to watch markets, nor for livechat, nor to see my betting history at the house. Everything is blocked.

Thanks.

Dear Bet7 Casino,

Can you please clarify why there is a difference in the player's account balance?

Kind regards,

Adam

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.

Dear mauroatec,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Bet7 Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear Adam,

This claim is already solved and close , please check in your CC inbox from Gaming Curacao Authority, on the

17/03/2023.

Regards,

Bet7 Customer Support

Dear mauroatec,

Can you please respond and confirm that the matter has now been resolved?

Kind regards,

Adam

Dear mauroatec,

I will extend the timer once more, please let us know if the situation has been resolved. If we do not hear from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Good morning,

I apologize for my delay.

I can't do anything with my account other than withdrawals. They limited everything, not even watching the games with you.

Dear mauroatec,

I understand that your account is still blocked, but can you confirm you have received your payments?

Kind regards,

Adam

Dear mauroatec,

I will extend the timer once more, please confirm that all payments have been received by you. It is at the discretion of the casino if they wish to discontinue offering their services to you, so if you have received payment we would consider the matter resolved in this case.

If we do not hear from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear mauroatec,

It seems that this complaint has been resolved, but without confirmation that you have received the payment we have no option but to reject this complaint as mentioned.

Kind regards,

Adam