BetRivers Casino NJ - Player's account is continuously locked.

Made an account for a bonus bet $75. When I go back to use my bonus bet it said my account was locked. At first i thought nothing of it and went to the support chat. They said the automated system detected something .and they said they will email me of when it is unlocked. I get the email the next day later saying its unlocked and it locked AGAIN when i try to log in. So I try again through the support again and they give me the same saying as before. Next day later email saying it's unlocked again. I try and its LOCKED. Now im getting a little upset as I tried again and IT DID NOT WORK. So this time i waited 3 days and I still got locked out. Now im frustrated because its been a week and I still cant get into my account. I called this time and on the phone they said the same exact thing they said on the support chat. I get the email saying its unlocked and I get LOCKED OUT AGAIN. TRIED THE SAME PROCESS AGAIN FOR 2 WEEKS. One lady had the audacity and say TRY A DIFFERENT LOCATION. Mind you ive been doing this from my own HOME IN NJ and she had the audacity to say try a different location. NEXT DAY LATER I GET LOCKED OUT AGAIN. Now they are saying that my payment information needs to be verified WHICH I CAN'T DO BECAUSE I CAN'T EVEN GET INTO MY ACCOUNT. couple days earlier i bought a phone from the moto website istelf. I WAS FINALLY ABLE TO LOGIN JUST FOR THEM TO TELL ME THEY CANT VERIFY MY LOCATION. AND GUESS WHATS HAPPENS NEXT. OH YOU GUESSED IT!!!! I GET LOCKED OUT THE NEW PHONE. Everytime i call or go on the chat they give me the runaround and will not give me a valid reasom on why my account keeps on getting locked? I just want to get in my account like this is the worst customer service I have ever dealt with any company let alone a casino

Dear cjfromnyc6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetRivers Casino NJ.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what the disputed amount of 150 USD represents in this situation?
• Have you filled out your NJ address in your player profile?
• Have you ensured the GPS on your phone and location sharing are enabled for the casino application or internet browser?
• Was there any game activity on your casino account?
• Have you made any deposits in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

The $150 the for the money I deposited and the money I can’t use from bonus bets

I have put my NJ on my player profile

My location is always on on my phone and laptop

There was gaming activity the first day I signed up

I have made deposits only on the first day I use the app

I only have one screenshot which was 2 days ago

I only screenshot this to get this person name down and they still couldn’t help me

Update: spoke with William the supervisor and he had this to say. (It may not be in order)

Thanks for your patience and the explanation.

If your real money balance was played down and the casino disabled your account, we, unfortunately, can't offer any recourse in the situation, despite your negative experience.

Please understand the casino can decide to restrict or even close the player's account at any time for any reason. As long as the casino didn't withheld your funds we can't intervene on your behalf.

It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their promotional offers without prior notification.

Please let me know if I overlooked any circumstances or if there is anything else I might assist you with, otherwise, I'll close your complaint.

Dear cjfromnyc6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.