Betmotion Casino - Player’s account has been blocked and audited.

Dear roxlopez81120818,

Thank you very much for submitting your complaint. I'm not sure if I understood entirely what has happened. Was your account blocked after placing withdrawal requests?

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session? Was your account successfully verified in the past?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hola gracias por tomarte el tiempo, realice 2 retiros el de 15 mil y el de 5 mil, sali de la cuenta y me dormi, al día siguiente por la tarde que llegue del trabajo quise entrar a la cuenta para checar el proceso de los retiros y ya estaba bloqueada la cuenta, ya paso el mes y no eh recibido ni la ganancia, ni una respuesta.

Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session? Thank you.

Hola buenas noches, esos 2 movimientos fueron los dos únicos que deje hechos ya que un agente me dijo por mensaje que tardaba 24 hrs quizá menos en realizarse la operación de la plataforma de Betmotion a mi banca.

Mas ninguna de las dos se realizaron ya que bloquearon la cuenta.

Fueron más los depositos que realice, esa fue la primera vez "gane".

Muchas gracias por tomar en cuenta mi queja. Estare al pendiente por si tiene lugar alguna otra duda.

Was your account successfully verified in the past, or have you initiated the verification process? Thank you.

Si hice la verificación casi de inmediato para seguir jugando, eh igual encie los documentos personales.

Ahorita ya no mandarina

Disculpa estaba mas dormi qué nada, hice la verificación de la cuenta , envie cada documento personal, todo estaba bien, solo paso esa ganancia y tienen más del mes sin responder, espero puedan echarme la mano .

Estre al pendiente, gracias

Thank you very much, roxlopez81120818, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello roxlopez81120818,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betmotion Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betmotion Casino Team, could you please provide us with an explanation for this situation in more detail? Why the player's account is blocked and when can he expect a resolution for his issue or fully processed withdrawal(s)?

Thank you in advance for providing the information.

Buenas noches y de antemano mil gracias Branislav por tomarte el tiempo y acudir a mi ayuda.

Hace un momento intente acceder a mi cuenta de Betmotion y marca como cuenta bloqueada, no volví a recibir respuesta alguna por parte del equipo de Betmotion y no estoy pidiendo nada que no sea lo que legalmente gane.

Estare al pendiente.

We would like to ask Betmotion 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 will have a negative impact on the casino's rating.

Dear roxlopez81120818,

Meanwhile, I contacted the casino in other ways and I have got a reply from the Live Chat agent that your gaming account is still under review/investigation and is being analyzed by the responsible department and recommends you to contact them again. The representative confirmed to me he will request to speed up the process.

Until the casino provides us with a reply, please try to contact the casino via email (deposits@betmotion.com or support@betmotion.com) or via Live Chat and let us know about any progress. I sincerely hope we can move forward in the near time.

However, we are still looking forward to hearing from the casino soon.

Greetings all,

The casino provided us with an explanation and update of this issue via email.

The account was checked by the responsible department and they detected other accounts related to your account, which could mean a breach of the casino's Terms and Conditions, therefore a temporary block was made for verification. After an investigation and verification process, the casino decided to unlock the account. However, please note that if any new irregularities are detected in the future, the account could be permanently blocked.

Dear roxlopez81120818,

Was your issue resolved? Are you able to log in to your account?

User: R******8

The Risk Control sector detected several accounts related to his, which could mean a breach of the site's Terms and Conditions, and therefore a temporary block was made for verification. After verification, the Risk sector decided to unlock the account. However, if new irregularities are detected, it could be permanently blocked.

The information was sent to your email on 01-02-22. We have verified that the player last accessed the account on 12/15/2021, we advise you to check your email.

Greetings all,

Thank you very much, Betmotion Casino Team, for the update.

Dear roxlopez81120818,

Was your issue resolved? Are you able to log in to your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

hola buenas tardes, ya accedi, solo contaba con $7000 de los $20000 en cuestion, en efecto tengo la cuenta de mi madre que tmbn bloquearon y eso es todo, espero y con losa dias ya que termine la verificacion pertinente se vea reflejado los $13,000 restantaes, seguire al pendiente y mil gracias por el apoyo. cualquier duda o situacion referente a los $13,000 de los cuales me refiero me mantengo a su disposicion.

De ante mano mil gracias

Dear Betmotion Casino Team,

Could you please explain to us the whole situation about the player's balance and transactions in the gaming account from your point of view? The player claims he had more than Mex$20,000 in balance/winnings, but later, it was decreased to Mex$7,000. What is the reason for the decrease? Will the casino return the rest (Mex$13,000) to the player's account?

Dear roxlopez81120818,

After reviewing your last response, please allow me to ask you a question.

Is the remaining Mex$13,000 connected to another player's account?

Hola buena tarde

No hay ninguna cuenta vinculada, los $13,000 restantes no se han reflejado y desde que fue bloqueada mi cuenta solo $7000 eran los que se reflejaron.

Una disculpa por la demora, pero la respuesta es No, no hay ninguna cuenta, ni acceso vinculado. Solo yo y en este caso el casino BETMOTION tenemos el acceso a la cuenta.

Thank you, roxlopez81120818, for the information. Keep us updated please and let us know about any progress in your issue.

Dear Betmotion Casino Team,

I would like to repeat my previous questions directed to you. Please provide us with the answers.

"Could you please explain to us the whole situation about the player's balance and transactions in the gaming account from your point of view? The player claims he had more than Mex$20,000 in balance/winnings, but later, it was decreased to Mex$7,000. What is the reason for the decrease? Will the casino return the rest (Mex$13,000) to the player's account?"

Greetings all,

Currently, the casino is not able to write a reply directly in this thread. We received the information via email.

"At the moment that the account was blocked, there was only $7.000 remaining in the user's wallet, and that balance was still available at the time it was unblocked. He used part of that balance for playing and withdrew $2.000 that was left.

The $13.000 that the user is claiming to be missing, he used it for playing before the account was blocked.

In the days before, the user opened withdrawal transactions several times but cancelled them every time his wallet was at zero, always leaving part of the balance in his wallet to continue playing and requesting a new withdrawal of a minor value.

That way he spent that balance he is claiming to be missing.

We checked all his transactions and that's what happened. The user can also check the game rounds and withdrawal requests in his account to confirm the same thing.

Any questions we are available!"

Dear roxlopez81120818,

Regarding the remaining Mex$13,000, can you confirm that these funds were already lost in playing in the casino before the casino blocked your account?

Since your account is unblocked, could you please provide us with your complete gameplay and transactions history?

Thank you in advance for your cooperation.

Buen día. Esa información es incorrecta, por lo mismo fue ese el motivo por el cual pedí ayuda, ya que después de haber ganado $20,000 mnx en el juego FU88, realice 2 únicos retiros.

1. Un retiro de $15,0000 a una cuenta de débito Scotiabank

2.- Segundo retiro de $5000 a una cuenta débito Banco Azteca.

Termine lo que tenia de créditos y cerré cesión.

Al día siguiente con fecha de 15 de Diciembre del año pasado ya no pude acceder a mi cuenta de BETMOTION ya que se encontraba bloqueada y así estuvo hasta el pasado 11 de Febrero del presente año, en efecto contaba con $7000 de los $20,000 ganados, juge en la plataforma y retire $2,000.

Mas los $13,000 ya no se reflejaron, no realice ningún retiro posterior a los 2 mencionados, por la razón que ya no pude acceder a mi cuenta.

Espero se pueda solucionar esta situación, ya que es un error y no realice mas retiros, ni ingrese a la plataforma a realizar esos movimientos, ya que tenia que trabajar temprano por la mañana y no suelo desvelarme, así que esa información es incorrecta y queda pendiente de pago $13,000 por parte de BETMOTION.

Estaré al pendiente, gracias y buen fin de semana.

Dear roxlopez81120818,

Since your account is unblocked, could you please provide us with your complete gameplay and transactions history, supporting your claims?

It is possible to share the data directly in this open complaint, with your reply (not visible to the public), or by sending them to my email address branislav.b@casino.guru.

Thank you in advance for providing the necessary documents.

Greetings all,

In the meantime, we were provided by the casino's representative with all the necessary data. It is clear the original withdrawals (Mex$5,000 and Mex$15,000) were cancelled and played down to Mex$7,000, until the player's account was blocked. After account unblocking, the player withdrew the last Mex$2,000, the remaining balance was used for playing in the casino. There is no pending withdrawal in the player's account.

Based on the stated, most of the player's disputed funds were lost and the remaining balance of Mex$7,000 was returned to the player. The disputed amount of this complaint will be updated accordingly.

Thank you, roxlopez81120818, for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Betmotion Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru