BetOnline Casino - Player’s account has been frozen.

Suddenly I couldn't log in and when I contacted support, I was told that my account was frozen due to suspicion of multiple accounts.

I swear to you, I have not registered multiple accounts.

I am having trouble withdrawing my balance as well.

DeepLで翻訳しました

Hello Mito09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnline Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

thank you.

•I don't think KYC had been completed yet.

•I haven't used any bonuses at all.

•I asked the casino for proof but they said they couldn't provide it.

Hello Mito09,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Thank you for your reply.

I have emailed you a screenshot of the chat conversation history.

Please check.

thank you.

Thank you Mito09 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Mito09 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetOnline Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter