The player from Brazil was unable to withdraw winnings of R$170 due to the casino suspecting account fraud. After she provided the requested documents, the casino then required her to comply with a 20x balance turnover in order to withdraw. The player claimed she had not received any communication about suspected fraud before attempting to withdraw and her account had been properly verified. She also clarified that she had won the money while playing Big Bass Bonanza and Big Bass Splash without any active bonus. Our team had reached out to the casino for clarification but received no response. Consequently, we had to close the complaint as 'unresolved'.
BetFrom Casino - Withdrawal denied due to fraud suspicions.
Black points: 100
Amount: 169 R$
BetFrom Casino
Safety Index:LowSafety Index
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4.5
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Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
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9 months ago
Translation
AVOID THIS CASINO! THEY ARE SCAMS! I MADE A DEPOSIT OF MORE THAN R$50 AND MANAGED TO MAKE R$170. WHEN I WENT TO WITHDRAW, THEY MADE UP AN EXCUSE THAT MY ACCOUNT WAS SUSPECTED OF FRAUD AND WOULDN'T LET ME WITHDRAW! THEY ASKED FOR MY DOCUMENTS AND I PROVIDED THEM! NOW THEY ARE TELLING ME TO COMPLY WITH A 20X THE AMOUNT OF MY BALANCE IN THE ACCOUNT IN ORDER TO WITHDRAW (??????????) NEVER EVER PLAY IN THIS CASINO! RUN AWAY!!!!!!!!
Automatic translation:
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9 months ago
Dear mrbrenze,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you encountered with the casino.
To assist you better, could you please provide more information regarding the situation?
- Specifically, could you clarify if you received any communication from the casino regarding the suspicion of fraud before attempting to withdraw your winnings?
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
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,
Petronela
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9 months ago
Translation
Hello, Petronela.
I did not receive any communication from the casino about suspected fraud before trying to make withdrawals.
My account has only been registered and properly verified for 4 days!
I only play two games: Big Bass Bonanza and Big Bass Splash.
My winnings were entirely with REAL money, free from any type of bonus.
Automatic translation:
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9 months ago
Thank you very much, mrbrenze, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.
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9 months ago
Hello, mrbrenze,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear BetFrom Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why was her withdrawal denied if she played slots without any bonus? How can she withdraw the disputed winning?
If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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9 months ago
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.
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9 months ago
Dear mrbrenze,
No one from the casino contacted me back.
Unfortunately, since we have not received any relevant response from the casino, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating negatively.
There is one more possible way how you can try to solve the issue - to 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 complaints@gaming-curacao.com/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.
If there is any progress on your issue or you need help, please let me know at branislav.b@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
