bet999 Casino - Player's is struggling to withdraw his winnings.

Dear Casino Guru!

The casino is refusing to pay my 0.0348395 BTC despite satisfying multiple requirements by chat, which are NOT stated in their terms and conditions.

On 2023/07/20 09:46:22 I deposited 0.01563547 BTC to the website, which I accumulated up above 0.034 BTC, without taking any bonuses.

When I wanted to withdraw this amount of money, my withdrawals got rejected.

The chat said my withdrawal amount is capped because I have not reached VIP level 2 on their site.

First off, there is nothing that states this on their terms and conditions page, but I was furious, so played along.

I played some roulette really quickly to scale up my VIP level and I got lucky, I managed to hit VIP level 2.

The chat agent changed his statements and told me that he was saying it incorrectly, I WAS level 2 all along, but I need to reach level 3, which is of course, a blatant lie.

This time I have taken a screenshot of my level 2 status, and tried my luck on roulette again. To my luck, I reached level 3 with a minimum loss of my funds to where I arrived at 0.034838935 BTC. I was so happy now that I can finally withdraw my funds.

Then, the chat agent said that my withdrawal is rejected again because of limits, and I can only withdraw 0.0035 BTC. What?? There is nothing on the site that says this.

T&C says this:

9.6. In cases when your balance is at least 10 times larger than the total sum of your deposits, you will be limited to € 5,000 (or currency equivalent) for withdrawal per month. In other cases the maximum withdrawal amount per month is € 10,000.

None of those rules are broken, what they are saying makes no sense. I have also attached my transaction history! I had one previous withdrawal at the sum of 0.0320513 which has been processed successfully on the 20th of July, but they do not want to do it with the current one.

I also attached the full chat history and you can see the conversation unfold yourself.

I want two things with this complaint:

1. Make bet999.io pay me my funds as I have completed the chat agent's requirements even when they are not stated in their terms and conditions.
2. If they fail to do so, I would like to get help on reporting them to the regulators, and also take their safe rating down from Casino Guru, as it was the main reason I have chosen them to play.

Thank you in advance Casino Guru. For any other questions that need to be answered by me, I am at your disposal.

Oh, and my account is not yet verified, as they have not asked me to do the verification to be able to withdraw. I am 100% willing to do it, but the chat has not even mentioned verification.

(The disputed amount is 0.03483935 BTC, which I could not specify when submitting the complaint)

Dear pacek_nemzetkozi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet999 Casino.

I checked the screenshots you submitted.

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

Do I understand correctly the reason why your withdrawal was rejected was insufficient VIP rank?

Did the casino live chat specify what the withdrawal limit was for each VIP rank?

Have you completed account verification in the casino?

If you have a more complete interaction between you and the casino saved, please send it to me at tomas@casino.guru

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

Do I understand correctly the reason why your withdrawal was rejected was insufficient VIP rank?

The withdrawal was rejected because of the low withdrawal limits applied due to "reaching withdrawal limit cap as VIP level 1" see rejection_explanation_1.jpg

Did the casino live chat specify what the withdrawal limit was for each VIP rank?

No, they did not, they say the only way to check this is when I actually reach the VIP rank. See rejection_explanation_2.jpg

Have you completed account verification in the casino?

No, I have not, because the casino did not request me yet to do so. As I have said, I had one previous withdrawal that was successful. I am 100% willing to do it if they ask me to, but they keep talking about VIP and limits.

If you have a more complete interaction between you and the casino saved, please send it to me at...

I attached the full .txt formatted live chat that was downloaded from their chat window feature. I did this when I opened the complaint.

Waiting for your answer...

Thank you very much, pacek_nemzetkozi, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 pacek_nemzetkozi,

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

We would like to invite bet999 Casino to join the conversation and participate in the resolution of this complaint.

Dear bet999 Casino,

If the player was told by your live chat agent to increase their VIP rank for higher withdrawal limits, can you please explain why this is not working for the player?

Thank you.

Kind regards,

Tomas

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 pacek_nemzetkozi,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Dear pacek_nemzetkozi,

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 file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

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

Best regards,

Tomas