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

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

Amount: $1,500

Betolino Casino
Safety Index:Fresh casino
Submitted: 04 Oct 2021 | Case closed : 27 Oct 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Russia had their account blocked for an additional verification due to unusual activities. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago

Hi.

I have been playing here for a while, but on September 13 Betolino suddenly blocked my account due to "system has detected unusual movements on account". Last message from support i got September 22 "Hello, we will contact you soon about the account. Thank you for the patience." Since then they ignoring me.

At time of block my account was verified and they even processed one of my withdrawals.

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3 years ago

Dear roku,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a larger win, even if their accounts have been successfully verified in the past. 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.


Do I understand correctly that you have received winnings from this casino previously? Which games you have been playing (live games, slots, multiplayer, or sports betting)?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

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3 years ago

Dear roku,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
Private
3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Thank you very much, roku, for your reply. Could you please advise if you have played casino too or sports section only?

Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we will be forced to reject your complaint at the end. I really wish I were of more help.


Please let me know how you'd like to proceed.

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3 years ago

Dear roku,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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