The player from Germany complained about Betibet Casino closing his account. After winning over €50,000, he faced numerous verification requests and issues during the payout process. His account balance was depleted due to technical issues, and the account was later permanently deactivated citing gambling issues. We requested evidence of the balance loss due to a game malfunction, but the player could only provide email correspondence. Without sufficient evidence, we could not assist further, and the complaint was rejected.
BetiBet Casino - Player’s account was closed after winning €50,000.
Amount: €35,000
BetiBet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Dear Sir/Madam,
I would like to lodge a complaint regarding my situation at Betibet Casino. I have been a regular player with them for the past two years and, until the day before yesterday, had no issues. Recently, I managed to win a significant amount of money—over €50,000 in total. They processed two withdrawals of €5,000 each for me. I continued playing with the remaining funds. The payout process took several days, with transactions being canceled and verification requests for documents, despite having been verified with them 15 times already, citing all sorts of nonsensical reasons.
At one point, I had over €35,000 in my account while playing my favorite game, "Free Hit." There were ups and downs, but eventually, I started receiving notifications that my "session had expired." The website reloaded several times and the game continued playing automatically!!! This went on until my account balance was depleted!
In short, I filed a complaint, but no one had any idea what happened, and I received no information for two days. After that, I deposited more money into my account and lost it, with the game functioning without any issues! However, today, I finally received an email stating that my account has been permanently deactivated due to gambling issues!
I am honestly very disappointed and feel powerless, as I have witnessed a massive fraud!!!!
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4 months ago
Dear Alex994,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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4 months ago
Translation
Unfortunately, I correspond with VIP agents via email. After deactivating my profile last night, I no longer have access to my account. I can only forward our correspondence! I am just a victim of a bad system and irresponsible people. I don't know what to do next, that's why I turned to you. Thanks in advance
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3 months ago
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"For five days I have been trying to get in touch with someone. They make fun of me and insult my intelligence. This is unacceptable. I have no words to describe how I feel. In five days I have sent over 100 emails and they still don't want to take any action. I have explained everything countless times. I really want to do everything I can to act in this situation because such people do not deserve such reviews and do not deserve players to visit their website.
"This is unacceptable. The fact that such a scam exists makes me very angry, to be honest. I expect help from the relevant authorities here. And I will post all pictures and screenshots from my emails publicly on all social networks!!"
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3 months ago
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I hope that people can at least see the problems we are all facing. This is outrageous and unacceptable. I hope someone here understands
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3 months ago
Thank you for the screenshots. However, you have not provided any evidence showing that your balance was lost due to a game malfunction. Please understand that without sufficient evidence from your side, we cannot proceed with the case or request the casino to join the resolution of the complaint.
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3 months ago
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How do you think I can provide you with further proof that my account has been deactivated? I honestly don't care? I can email you all the correspondence. That's the only thing I have.
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3 months ago
More than a 100 emails in last 3 days.. of course, they don't want to answer anymore. So, what school i do next??
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3 months ago
I'm very sorry to hear about the situation you experienced. I can only imagine how upsetting it must be. However, without solid evidence of a technical malfunction, we cannot determine whether there was truly an issue with the game or if the game was played and lost under normal circumstances.
Our complaint resolution process follows specific steps, and we need to collect as much information and proof from the player as possible before reaching out to the casino. In this case, without the necessary evidence, we are unable to assist you further.
I recommend that you contact the game provider or the Antillephone licensing authority directly to address this issue at complaints@gaminglicences.com.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
