BetBRX Casino - Player's account has been disabled after withdrawal request.

I played and won at BetBrx (using first bonus). I cashed out 1020 in euro. After this the casino moved to the silent mode. They never replied to a single email or message of mine. The chat is unavailable. Today, when I tried to log in to the casino - I got the message that my account is disabled. Since the casino refuses to communicate with me in any possible way - I had no choice but to complaint at Casino.guru.

Many thanks in advance.

Dear emirovi806,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBRX Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

Could you please confirm that you passed the KYC verification?

Do I understand correctly that your winnings have not been paid out yet?

Has the casino given you any explanation for blocking your account?

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

As I described above - the casino did not communicate with me even once. I have uploaded my documents on their website. I, on the other side, tried to contact the casino 4 times. Regretfully, the casino did not reply me even once. Today they locked my casino account (again, no email with explanation from the casino was sent to me). I had no choice but to contact your website for help.

Could you please tell me which documents have you uploaded on the casino website?

Yes, I have uploaded my ID card and my selfie. The casino did not respond. Instead, one day they have closed my account. There was no any communication between me and the casino.

Thank you very much, emirovi806, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Dear emirovi806,

I've just reviewed your case and am sorry to hear about your account being blocked with no explanation. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BetBRX Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What were the reasons to block the player's account?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 emirovi806,

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 Curacao Gaming 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 if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia