Betcoin.ag Casino - Player’s account has been disabled without explanation.

Good day Team, yesterday I encountered a problem when logging into be betcoin.ag account, which prompted me to change my password, the bug/problem encountered was a stagnant webpage that didn’t log me in after entering my credentials, the livechat agent then recommended some solutions and this eventually worked(clearing cookies).

Today 2nd Aug, 2024. I encountered this same problem but this time it didn’t look like a bug as the error "Whoops! This account is disabled" was what popped up, i carried out the steps outlined by the agent yesterday(clearing cookies) as that worked previously but still no avail this time around.

The email team and live chat have provided no context as to why I’m getting this responses, my messages and emails ignored!

To Note: this is my only account at betcoin.ag and I did not accept any sign up bonuses nor participate in any promotions so as to not be tagged an abuser if push came to shove as it has already. I read and made sure to comply with her terms and conditions, fulfilling my roles as a user/customer diligently, they on the other hand have failed blatantly on there end by not replying or providing or making an attempt to help sort things out, it’s been all cobwebs and spiders for all communication mediums linked to the site.

Dear godwinraymond99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please specify what games did you play before your account was disabled?

Have you passed the full KYC verification?

How long have you been playing in this casino? Have you made any successful withdrawals from this casino at all?

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

I joined a week ago and haven’t gamed much on here just occasionally as I’ve been busy. I haven’t made any successful withdrawals. I haven’t completed KYC as I didn’t see a web page to upload documents and assumed that I’ll be asked for documents when withdrawing as it is with most bookmakers.

Could you please specify what games you played? Were they slots, live casino games, or did you participate in sports betting?

mostly sports but I did indulge the casino section of the site.

What was the balance in your account when the casino blocked you?

I cannot remember(had pending games)my initial deposit was $200 USD and this is the amount being disputed.

Thank you very much, godwinraymond99, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello godwinraymond99,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Betcoin.ag Casino to join the conversation.

Dear Betcoin.ag Casino,

Could you please provide more clarification on why the player's account was disabled?

Hello Michal,

We sent you an email with details on this case

Thank you for all the provided information and evidence,  Betcoin.ag Casino Team.

Dear godwinraymond99,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in quick succession one after another linked with the same or very similar IP address, same device, linked Crypto wallets and engaging in the same or very similar gameplay. Furthermore, your gameplay was solely sports betting related and the sports provider detected the usage of a forbidden strategy - placing value bets. Under these circumstances, I will not be able to help you further, and this complaint will now be rejected. The casino upholds a strict policy concerning these matters, and its measures are consistent with rules 7.1, 8.7, and 10.2 outlined in the terms and conditions, which have been conveyed to you by the casino team through email. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.

I wish I could be of more help. Do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru