Betrocker Casino - Player’s active balance has disappeared.

Ich habe bei der casino 300 gewonnen und wollte es auszahlen lassen.wegen agb stand mir nur 250 euro war damit auch einverstanden aber seid dem jst das geld weg.angeblich ich hätte es gezockt aber seid dem kann ich nicht mehr in die spiel historys reingucken.einfach diebe und betrügern.finger weg von diesem casino

Dear Yilmaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots, possibly your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Additional comments from the player:

"Sehr geehrte guru team.ich kann Ihnen nur die bestätigung von casino weiterleiten dass die mein gewin von 300 auf 250 reduziert haben.bonusbedingungen.auch damit wat ich einverstanden.aber die haben kein Cent auf mein kto zurück überweisen damit ich neu antrag stellen kann.einzigste was sie sagen ich hätte es verspielt.was garnicht stimmt.drswegen kann ich seid dem nicht mehr in mein spiel verlauf odef history reinschauen.jedes mal stürzt die seite ab.vorher konnte ich jederzeit reinschauen. Was für ein Zufall ne?"

Thank you very much, Yilmaz, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Yilmaz,

I looked at your case and understand the situation. I have a question: in the email, they mention finishing the verification of your account. Has it been done?

Thank you Yilmaz for the email. In the future please reply directly here in the complaint. I will contact the casino and see if I can help. I would like to invite Betrocker Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru team,

On March 24 the player has claimed our exclusive deposit bonus of 200% for his deposit of 25 EUR.

According to our Bonus terms, the maximum winnings that will be paid out resulting from a bonus or free spins (or combination of bonus and free spins) for deposit will be equal to 10 (ten) deposits made to participate in a particular campaign. Any winnings exceeding the limit will be forfeited. 

When the player placed a withdrawal request of 300 EUR after the review of the player's account our payment department adjusted the player's balance to the maximum possible winnings amount of 250 EUR and informed the player that he also needs to verify his account to be able to withdraw his winnings.

The player continued to play with his real balance and used all his funds in games normally.

The player can review his gaming history under his profile in the My History section. He can also download his playing history in Excel or CSV file.

Reviewing this complaint we didn't find any issue with the player's balance. And correction of the winnings was made accordingly to our Bonus Terms which can be found here:

https://betrocker.com/en/promotions.gbt

The player is also contacted our customer support team and we have informed him that he can check his gaming history under his account and there is no restriction on his account. If he still has an issue reviewing his playing account history he is very welcome to contact our support team for help.

Please let us know if you need any further information in this regards.

Thank you Betrocker Casino team for your reply. Could you please forward the player's game history in Excel to my email address: peter.m@casino.guru?

Dear Casino Guru Team,

unfortunately, we have no right to provide our customer personal game history to third parties.

We can provide this information to the customer at his request, and if he decides that it is necessary, he can transfer this information to you.

Regards

Betrocker Team

Thank you Betrocker Team for the reply.

Dear Yilmaz,

Please download or have the casino send you your full game history in Excel and forward it to my email address: peter.m@casino.guru.

Hi Yilmaz,

Thanks for the email, but the screenshots don't really show much. That is why I need to see the full game history in Excel. Please forward it to my email address.

Hi Yilmaz,

Please send the whole Excel file to my email address, not screenshots, the whole file please. Thank you.

Thank you Yilmaz for the game history. Since you received the bonus on the 24th of March and the game history you sent to me is for the period between 26th of March and 31st of March, I would like to ask you to send me the game history for the whole time period from the moment you received the bonus (24.3 - 31.3. 2021). Do you have access to this?

Dear Yilmaz,

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

Since the player decided to cancel this complaint, we are closing it as "rejected". Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino.