Betreels Casino - Player's account closed and winnings confiscated by casino.

Hello everyone, I registered in this service on 2th January, First thing I did was verification there, My Passport and utility bill got verified there and I started playing there, I made 1 deposit of 150€ and in the mid of January I had 672€ in my balance. I requested deposit of my all winnings. 4 days later I got email "Documents Rejected" wnere they requested additional selfie with document, which I instantly provided on next day but withdrawal was still not processed. Patiently waiting for my withdrawal today I got mail with information that I wasn't expecting...

Betreels closed my account and seized all winnings due breaching ToS

E. Account Registration 7 & 8 point. These reasons looking unclear for me.

They verified my account on start, I was logging from same device all the time, I noticed today that after I sent selfie with passport they sent next request of resend proof of address however my address was verified on start as told before.

This seems very sketchy for me because once they got my withdrawal request of bigger amount they requested selfie that was instantly provided. I did not notice the second mail about recent utility bill and they just decied to close my account because I did not send it within week, however in their ToS or incoming mail there isn't any maximal time period for uploading such a document.

If the real reason was that I did not send them recent utility bill because I just did not notice their messages as they went into spam I would like to ask for 1 more chance so I can upload the requested document so withdrawal can be proceed.

Hello dorganleon1,

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

Could you please advise if anybody else from your household owns an account in the casino? Did you use any bonuses in the casino? What kind of games have you been playing in the casino? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey

Nobody else played from my computer/household, I think no bonus was used and I only placed bets in theri sportsbook.

Their last reply was 30.01.24 with information about account closure.

I would like to inform casinoguru that they refunded my deposit 100€ ( please change amount in 1st post to 100€ because I did mistake) but the all winnings are confiscated.

I belive that they used this small excuse to not pay my winnings...

Hello dorganleon1,

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards,

Nick