The player from Japan had attempted to withdraw €726.12 after using a first deposit bonus and playing games like BOOK OF 99 and Starburst. However, after KYC approval, he was repeatedly asked for transaction records for his wallet and bank account. Eventually, his account was closed. The player had claimed it was his first time registering at the casino and he had used his own VEGA WALLET for the deposit. The case had been escalated to BetRebels Casino, but they had refused to discuss the complaint, instructing the player to file a complaint with eCOGRA. The player had done so but reported no communication or progress from eCOGRA. After a certain time elapsed, we reached out to the player for an update on how eCOGRA responded, but the player became unresponsive. Without any further communication from the player, we regrettably must decline to pursue this complaint and close it as rejected. The player can reopen this complaint anytime if new information comes to light.
BetRebels Casino - Player's account was closed after the withdrawal attempt.
Amount: €726
BetRebels Casino
Safety Index:LowPlayer stopped responding
REJECTED
Case summary
I used the first deposit bonus (no terms of service violations, no excluded games) and tried to withdraw (€726.12).
However, after KYC approval, I was repeatedly asked via email for the records of deposits and withdrawals for my wallet and bank account, and in the final email, I was unilaterally notified of the account closure.
* I will attach an email from the casino.
I would like the casino to proceed with the withdrawal.
Dear araki0726,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetRebels Casino.
I checked the correspondence you submitted, including the casino's allegations.
Please allow me to ask you a few questions, so I can better understand the situation.
What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, sports-betting)
Could you please advise if you registered another account in the casino in the past?
Have you used a payment method that belongs to you exclusively, when you deposited in the casino?
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,
Tomas
Thank you for your reply.
This is my first time registering at this casino. And I used my VEGA WALLET for deposit (8/20: €200)
I think the games I played were BOOK OF 99 and starburst.
that's all, thank you very much.
Thank you very much, araki0726, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello araki0726,
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite BetRebels Casino to join the conversation.
Dear BetRebels Casino,
Can you please provide more information on why is the player's account closed? If the information can't be shared publicly please forward it to me at michal.k@casino.guru
Dear araki0726,
I have received the following response from BetRebels Casino:
Hello Michal,
I hope this email finds you well.
I reply to the case which I put on the title of this email.
According to the terms and conditions of Betrebels and as per MGA approval if a player is not in agreement with our final response he can refer his dispute to the independent third party entity eCOGRA, responsible for Alternative Dispute Resolution ("ADR) services using the following online form: https://ecogra.org/forms/adr-dispute-step-1.
Best Regards,
BetRebels Team"
As can be seen from the casino's reaction, they are not really willing to discuss your complaint with us, so I can only advise you to submit a complaint at eCOGRA. Please let me know once you do so.
Best regards,
Michal
Dear araki0726,
Can you please forward me (michal.k@casino.guru) proof that you have submitted an official complaint to eCOGRA
Dear araki0726,
Thank you for the update. I will now temporarily close this complaint again as unresolved - waiting for the regulator's decision.
Please make sure to let me know if and how eCOGRA replied and decided at michal.k@casino.guru.
Dear araki0726,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.
I filed a complaint with eCOGRA, but no action has been taken to resolve the issue. If you can help us find a solution, we would appreciate it!
Dear araki0726,
Although we would like to help, our competencies are very limited here. As your case is handled by eCOGRA I'm afraid you need to contact them. We were just checking on the progress if there is any at all. So you have received no updates from eCOGRA at all?
Yes, there has been no communication or progress.
Dear araki0726,
I'm sorry to hear that, but unfortunately, as eCOGRA is a completely independent company, we can do nothing here. I can only advise you to contact eCOGRA regularly and ask them for updates on your case. I have no other choice and will now again temporarily close this complaint as unresolved - waiting for the regulator's decision.
Please make sure to let me know if and how eCOGRA replied and decided at michal.k@casino.guru
Dear araki0726,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.
Dear araki0726,
While it's conceivable that this matter has been resolved, since we haven't received any further communication from you to confirm this, we regrettably must decline to pursue this complaint further. Without your cooperation, our options are limited.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
