Betamara Casino - Player’s account has been blocked.

Dear Mustafa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your account has been successfully verified and you received your first withdrawal? Could you please advise which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any other relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

thanks for taking care and your support:

1. Regarding my Registration and my support agent I sent you the whole whats app chat history as an email.

there you can use translate to see what was offered and how i deposit and withdraw money

method was papara and he gave me the account numbe for depositing and i also received the withdraw

from the same account (i also attached it in the mail)

second point: I played slots and mostly Blueprint Games I have some game ID ´´´s and screenshoots from different levels of balance )also attached)

I have now new chats with the support agent who assumed that i manipulated my balance and sent me an example how easy it is. I answered witha LOL and send him some game id´ from the game history

thank you

and check your mails in few minutes 🙂

little correction the amount is 12.500 TL (see first request) not 125.000 TL

Best regards

Thank you very much, Mustafa, for all the relevant screenshots. Could you please advise how much was your first withdrawal?

Guten Morgen,

die erste Auzahlung betrug 400 TL über Papara Wallet.

Liebe Grü´ße

Mustafa

Thank you very much, Mustafa, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Petronela,

thank you and the casino guru Tean for the support.

some short updates:

betamara: still no reaction, no reason, no explanation just noth´ing

GC Gaming: I ve made a request and they get in touch with me and asked me to fill in a complaint fom: DONE

Gaming control Board also answered to my request and I filled in a official complaint form.

Together with the casino guru team, i hope that these 3 fronts will help me providing my win.

Whats your experience when a gaming board and licence authorities are involved ?

Hard times in general and the fact of a win made me spent a bit more on this day. now im broken and to be treaten unfair und to be ignored by the casino after having great win in times corona....

I really hope that I can receivemy money.

Thanks again and a happy sunday

Mustafa

Dear mustafa,

I looked at your complaint as well all the information provided via e-mail. I’ll contact the casino and see if I can help.

Do I understand correctly that you have also submitted an official complaint to the casino’s Licensing Authority (Gaming Curacao)?

I would like to invite Betamara Casino to participate in the resolution of this complaint and clarify the situation.

Hallo Andrej,

danke für die Antwort.

Ja ich habe bereits beschwerde eingereicht bei Game Control Board und bei GC Gaming

Gerne kann ich die Mails bzw Ticketnr. weiterleiten an euch.

Wenn Ja, welche an welche Mailadresse ?

lg

mustafa

Thank you, Mustafa, for confirming. Feel free to forward any additional information to my e-mail address andrej.p@casino.guru (or you can post it here).

Hey andrej,

due to private infos i prefered to send via mail

they also have more than 6 other casinos running with the same licensee company WAS INTERNATIONAL NV

I made them 3 times an offer to close the case

but ...

Dear mustafa,

Thank you for providing the information via e-mail. Please note that Betamara Casino was notified of the issue and we’re currently waiting for their reply. In the meantime, please keep us posted on any updates regarding your complaint.

We would like to ask Betamara 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’.

hi,

this is the answer from zhe licence authority

Dear Mustafa,

Thank you for your patience.

After checking with the casino they informed us that the problem is that their fraud team has cut your actions on the website because you deposit and take the slot bonus for slot games.

After they checked you moved to live casino where they do not offer an actual money (real money) for live casino.

It’s mentioned in the General Terms and Conditions and it’s also written on their promotions page under the mentioned all bonuses.

They want KYC from you according to their rules and after you pass they will give you back your 'deposited amount'.

Regards,

Additional comments from the player:

"Hi

im sure that i did not played or moved to live casino. can you please check my game history. i know the rules and the only game i played which could be mentioned offers a live game option but i idnt use.

please ensure that and please ask for my game history.

thank you very much

mustafa ***"

Thank you, mustafa, for the update. Unfortunately, we are still waiting for the casino to provide additional information on your case. So far we have not received any response.

Hi Andrej,

normally it should be easy to prove that i did or did not played live casino right`?

what can i expect now from the licence authority?

best regards

mustafa

Dear mustafa,

Licensing Authority has a higher position than we do and their rulings are legally binding. Therefore, in cases like this, we respect their decision and close complaints accordingly. Unfortunately, they are not obliged to provide any proof. However, since you have asked them for additional information, I’d like to keep your complaint open and wait for their answer. Please let us know once you’ve received a reply from Gaming Curacao.

Dear mustafa,

Unfortunately, we have not received any response from Betamara Casino regarding your case.

Could you please let us know if you have received any additional information from Gaming Curacao?

Hi,

unfortunately gaming curacao did not react on my request to prove my gaming history ...

I will write them again today

best regards

Mustafa

Dear mustafa,

Unfortunately, as we have not received any response from the casino, we will now close your complaint as ‘unresolved’. According to the information included in the e-mail you received from the regulator, you breached the casino’s Terms and Conditions by placing bets in live casino games with a ‘slot bonus’.

We believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break it by accident. It’s not hard to implement a feature that will only let players place bets on a certain game genre while a bonus is active. You can read more about our opinion on situations like this in our Fair Gambling Codex.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.