The player from Japan encountered a login issue with the casino, receiving a 'Gambling Addiction' message despite confirmation from live support that there were no problems. He sought a clear explanation for the login restriction, feeling it was unfair. The issue was resolved when the player confirmed that his withdrawal had been completed and expressed his intention to withdraw the complaint. We marked the complaint as 'resolved' in our system.
Betify Casino - Player is unable to access account with no clear reason.
Amount: €718
Betify Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Sensitive attachment
Sensitive attachment
3 months ago
Translation
I suddenly couldn't log in while playing a game.
It says "Bonus Addiction," but
when I mistakenly placed a bet, I immediately checked with live support, and they confirmed there was no problem.
I want a clear explanation as to why I cannot log in.
I had confirmed this in advance, so I feel it's unfair that there was no explanation for this measure.
Automatic translation:
Public
Public
3 months ago
Dear easygoinglife0125,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Do I understand correctly that your account was blocked while you were playing a game? What game were you playing?
Have you requested to be self-excluded due to gambling addiction in this casino or in any other casinos?
Could you please confirm if you passed the KYC verification?
How long have you been playing in this casino?
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
Public
Public
3 months ago
Translation
・Suddenly while playing the game, I couldn't play it any more.
-Evolution's instant roulette.
I don't self-exclude.
・KYC has been completed.
It's been several months since the game was played.
Automatic translation:
Public
Public
3 months ago
Translation
The withdrawal has just been completed.
I intend to withdraw this complaint.
Thank you for your assistance.
Automatic translation:
Public
Public
3 months ago
Dear easygoinglife0125,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Lash
Casino.Guru
