The player from Russia faced account blockage by the casino without explanation while waiting for a payout of his deposit. He reported that after making a withdrawal of $180 and passing KYC, his account was blocked without prior notice. The Complaints Team communicated with the casino, which cited "unhealthy betting" as the reason for the account closure. Ultimately, the Complaints Team concluded that they could not assist further due to the nature of the player's activities being related to sports betting, which fell outside their scope of support.
Betlive Casino - Player is blocked by the casino.
Amount: $600
Betlive Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Why did the casino block me? I was waiting for my deposit payout, and they just blocked me.
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4 months ago
Dear GODENKOR,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Betlive Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
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4 months ago
Translation
and there is nothing to tell, I made a wager to withdraw my deposit back, waited 2 days, passed KYC, and today they simply blocked my personal account.
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4 months ago
Dear GODENKOR,
Can you please forward the communication between you and the casino regarding the blocking of your account to nikolas.b@casino.guru?
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4 months ago
Dear GODENKOR,
When did the verification begin? How much do you exactly have on your casino account? Did you accumulate it with bonus money?
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4 months ago
Translation
I deposited $50, played in this casino without bonus money, made a withdrawal of $180, waited 2 days and got blocked, I passed verification immediately, and got blocked around August 8-9.
Automatic translation:
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4 months ago
Thank you GODENKOR for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Hello GODENKOR,
I'ts Michal again. I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Betlive Casino to join the conversation.
Dear Betlive Casino,
I would appreciate it if you could provide the rationale behind the closure of the player's account. While I understand that you have the authority to close any account at your discretion, it is important that all financial obligations are settled beforehand. I look forward to your clarification on this matter.
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3 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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3 months ago
Hello Casino Guru team, As I have explained this to Katarina already once. Regarding complaint ID:122607, this player was doing unhealthy bets and due to this his account was flagged as "suspicious" after our R&F team had checked everything, they came to the conclusion that this player was betting in an unhealthy way and therefore his account was closed, but the initial deposits of the player have been refunded and sadly this particular customer is not welcome at our casino anymore. But there has been NO wrongdoing from our side, as we welcome all players to bet on our casino, but making unhealthy bets, is not allowed and this is per our T&Cs.
Kind regards,
Ramu
BetLive Casino Rep
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3 months ago
Dear Ramu / BetLive Casino team,
Kindly forward me the evidence that supports the allegations regarding the player's unhealthy betting activities.
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3 months ago
Good morning Michal,
I am not sure how to contact you at the moment, can you contact me via email or skype?
Thanks and kind regards,
Ramu
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3 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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3 months ago
Dear GODENKOR,
Although I have so far received only partial information from Ramu / BetLive Casino team, there are discrepancies related to your gameplay in sports betting. As you have been informed multiple times by my colleagues, we don't have a branch dealing with sports betting-related issues. Please understand that this, as well as any other complaints you submit to us that will be related to sports betting, will be rejected as we don't have enough insight into sports betting.
Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.
We’re sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best regards,
Michal
Casino Guru
