BetCruise Casino - Player's account has been blocked.

Good day! I believe Betcruise casino wrongfully blocked my account and confiscated $ 1,640.

On September 29, the casino asked me for a photo of my passport and a document with my address. The casino justified its actions on security grounds. On the same day, I fulfilled the casino requirements.

On October 1, the casino asked for a photo of the passport on a different background or from a different angle and a selfie with the number 258 on a piece of paper. On October 03, I sent my documents for verification.

On October 7, I received a letter from the casino that my account was blocked and all bets were canceled. On the same day, being shocked by the actions of the casino, I sent a message asking to clarify what my violation was; indicate the point of the rules that I violated; provide relevant evidence. After all, accusations without evidence have no legal force.

On October 12, the casino reported a violation of clauses 19.5 and 19.6 of the Terms.

On October 13, I again applied to the casino with a request to provide evidence of my guilt and said that I had nothing to do with the violations indicated in these paragraphs. I am an honest player, in all my actions I follow your rules, in the game I am guided by intuition. Nothing was provided.

Today, October 25, I received a message from the casino that the decision is final and not subject to discussion. No evidence was provided. Also, the casino did not indicate what kind of offense I was accused of.

I ask you for help. $ 1,640 is a lot for me.

Dear Moroz45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"19.5 BetCruise is an entertainment portal, based on random outcomes of events or games, and factors uncontrolled by players. Thus, BetCruise is not a platform for earnings, but serves to entertain players. If players use a game account to earn money (strong opinion, traders, money exchange) BetCruise reserves the right to block game accounts and cancel all game results. Deposits in this case will be paid to the player minus the losses of the portal to compensate the commission of payment systems, by the terms established for blocked players.

19.6 In case of suspicious behavior of a new player: winnings from bets on a certain small market or winnings in a particular casino game, giving reason to believe that the player is aware of vulnerabilities (incorrect event odds, late bet, contractual events, positive expectation or errors in games, etc.), which are not yet known to the administration of the site, BetCruise reserves the right to delay payment for an indefinite period to conduct an investigation to find the vulnerability of games or markets. During the investigation, the player is blocked. If an objective investigation is not possible, BetCruise may void the outcome of the game and the player will remain blocked. Deposits in this case will be paid to the player minus the losses of the portal to compensate the commission of payment systems, by the terms established for blocked players."

Have you accumulated your winnings with or without an active bonus? Also, I see that this website is focusing on sports betting. Could you please clarify whether you played casino games, or you were only using the sports betting section?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Good day! The winnings have been accumulated without any bonuses applied. I only played casino games, did not use the sports betting section.

Thank you very much Moroz45 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Moroz45,

I looked at your complaint and will do my best to help you. I would like to invite BetCruise Casino into this conversation. Casino, can you please specify why did you block the player’s account and why did you confiscate the winnings?

We would like to ask the BetCruise 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, 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.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.