The player from Bulgaria questions an online casino's closure announcement as she observed ongoing games despite the notice. We rejected the complaint because the player didn't respond to our messages and questions.
BetMarket Casino - Player confused over casino's closure announcement.
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BetMarket Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
My husband and I were playing there, but we were told that the casino was closing. Yet we saw the jackpot still running, which indicates that games were ongoing. Therefore, I am questioning whether they were actually closing, or if it was just us that this was applicable to. I also reject the complaint about Sesame because they transferred the money to my husband and he received it.
Automatic translation:
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1 year ago
Dear Stefkataseva,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Maybe the casino left the Bulgarian market only. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Dear Stefkataseva,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
