BetMartini Casino - Player’s account was blocked.

Good afternoon,

Regarding the mentioned casino, could you help me receive my winnings of €300? I had requested an account closure, but before they blocked my account, they allowed me to deposit and play. When I had winnings of €300, they blocked my account. What can I do to recover them? I've invested a lot of money.

I hope you can help me.

Thank you

Dear Gayosomar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Did you request a withdrawal before the casino blocked your account? Could you please advise if you passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Gayosomar,

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.

Good morning,

In the end they deposited €300, but I deposited a lot of money, without asking for KYC verification, could you help me recover it,

Thank you

All the best

Thank you for your reply, Gayosomar. Please note that no casino will refund deposits that have been legally and voluntarily lost and some casinos request verification only after players request withdrawals. This is not something we could penalize the casino for, nor you are in a position to ask for a deposit refund in such a case.

Since you received the remaining balance, I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.