The player from Switzerland had his account disabled shortly after he requested it to be reopened. He had confirmed receiving two previous payouts, with an account balance of around $4400 before the blockage. The casino had stated the case was being handled by the Curacao gambling authority. The player had complained about the regulator's lack of response and accused the casino of avoiding responsibility. Despite multiple attempts to reach a resolution, the regulator had not responded within a reasonable time frame. The complaint had been closed as 'unresolved' due to this uncertainty. However, the casino later shared an email exchange that indicated a mutual agreement with the player, leading to the case being marked as resolved.
Betroom 24 Casino - Player’s account has been suspended.
Amount: €4,300
Betroom 24 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
3 years ago
Translation
I've been paying at Betroom24 for weeks. On Wednesday I had sent three withdrawal requests for around 2350 dollars on my account. 1 to 1000 dollars, 1 to 1000 dollars and one to around 350 dollars.
Then I frozen the account for a week to wait for the payouts.
I submitted the documents for verification and the account was successfully verified after a very short time. I received an email about this. A few hours later, I already had two of the three payouts in my account.
A withdrawal over 1000 dollars has not been processed and has been credited back to my player account.
Then I asked the casino operator to reopen the account at my own risk.
In the past, changes to deposit limits were possible immediately with my consent without waiting. The casino agreed to this and reopened the account. But the casino didn't tell me that the account could only be used for withdrawals. In the end I took full responsibility for my actions.
I have all of these in writing.
I played with the 1000 dollars and lost almost everything, then I had a good profit and even a very large profit, I also took screenshots of the winnings. My account balance was $ 5400. I then applied for a payout again.
At the same time, my account was deactivated. At my request, it was said that my account activities would be under supervision and have violated the Terms and Conditions.
The responsible department would deal with the matter and contact me, which has not happened now.
I don't understand where I violated the Terms and Conditions. With my consent to full responsibility and thus the risk of losing the money but also winning, I and the casino opened the account.
For me it looks like this, in the event of a loss, it would have been my responsibility, in the event of a win, everything will be done to not pay out the profit.
It is also interesting that 1000 dollars were paid out from the alleged games that were to be monitored.
There is nothing of this kind in their General Terms and Conditions. By mutual agreement, the account had been reopened. There is no agreement that this is only used for payment. If I take full responsibility, I can do what I want with my money.
I am actually very satisfied with the casino and have already deposited a lot.
Terms and Conditions This includes, but is not limited to, fraud, match fixing, attempting to defraud us or other website users, payment fraud, chargebacks, the use of stolen credit cards, money laundering or any other attempt to deposit funds derived from improper means
I cannot be blamed for any of this. I expressly distance myself. In the games I didn't even change the stakes.
Again, if I take full responsibility for opening the account, it is my choice what to do with it. I am fully responsible for profit or loss. I could have lost the money too.
The email does not state that the account will only be opened for this purpose. Limits could currently be changed; at betroom24 they could always be changed immediately with written consent.
I ask the casino to reopen the account and release the winnings.
Automatic translation:
Public
Public
3 years ago
Dear Basel999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please confirm that you have received first two payments? How much were your active balance before your account got blocked?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Good day
I can confirm that I have received the first two payouts. After opening the account, I paid out and received another $ 1000. The account balance after the withdrawals was around $ 4400. Then my account was blocked for the reasons given. It rarely works and everything is fine and 2 hours later you write about manipulation and fraud just because you were lucky.
Thank you
Basel09
Automatic translation:
Public
Public
3 years ago
Thank you very much, Basel999, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
Public
Public
3 years ago
Hello Basel09.
What was the reason for freezing your account? Did you ever mention to the casino gambling problems or some financial problems?
Public
Public
3 years ago
Translation
I just frozen the account like that.
I had a good profit and just wanted a break.
Automatic translation:
Public
Public
3 years ago
I would like to invite the casino representative into the conversation.
Maybe he can explain to us what exactly happened and why.
Public
Public
3 years ago
I was informed that the complaint is now in the hand of the regulator. I will close the complaint with the status waiting for regulator decision. We will close the complaint accordingly when we get a final answer from the regulator.
Public
Public
3 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
Public
Public
3 years ago
Hi there,
Please note player has turned to our gambling license issuer - Curacao gambling authority who will investigate and resolve the case by official procedure.
Nothing here to add from side of Betroom24.
With best regards
Betroom24 team
Public
Public
3 years ago
Translation
The regulatory authority has not responded for weeks.
It is your responsibility to resolve the matter !!!
Automatic translation:
Public
Public
3 years ago
Translation
Betroom24 evades responsibility. With this I can prove that the supervisory authority has been informed several times for weeks. However, they never deal with cases from customers but ignore the complaints. According to the Terms and Conditions, Betroom24 is responsible for proving unfounded allegations that the player has violated the casino's regulations.
With my consent to take full responsibility and thus take the risk of losing and winning money, you have reopened my account. They claim I used that to their disadvantage just because I played normally and then won. Please contact the gaming provider and they will inform you that there are no inconsistencies.
It is poor to see that Mirage Korporation NV accepts deposits from me over 1000 Euros, but does not want to spend a profit of 4600 dollars.
The players are victims of their arbitrariness.
Automatic translation:
Public
Public
3 years ago
I am very sorry for the delayed answer. I am recovering from covid-19, and for some time I wasn't able to answer (covid hit me really hardly)
Dear casino representative, could you please at least explain to us why the winnings were not paid after the account was reopened?
Basel999, please confirm that your account was not frozen because you admit the gambling addiction.
Public
Public
3 years ago
Translation
Good morning matej,
I hope you are better and have been able to recover.
I hereby confirm that I have not blocked the account in this regard. It was only blocked for a break. Betroom24 offers limits such as deposit limits and breaks. That's the funny thing about the casino. If I wanted to increase my deposit limit, all I had to do was write a confirmation that I was responsible for everything and it was increased within a few hours. It was the same with the break. You have reopened the account as a withdrawal from them is not through.
I had to confirm to them that I am responsible for everything. Then the account was open again and I decided to play with my money. Then I won and the winnings were deleted. Typical unfair behavior from a casino. To date, you don't give an answer and the best part is that the regulator never answers. The casino avoids responsibility !!!
If the casino is not doing anything, please warn the other players against such unfair behavior. The customers are the victims of the casinos that do what they want and the player has no chance.
By the way, this is a typical business practice of Mirage Corporation Limited Casinos.
Thank you
LG
Basel09
Edited
Automatic translation:
Public
Public
3 years ago
We would like to ask the Betroom 24 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’.
PS: I am getting stronger every day.
Public
Public
3 years ago
Hi there,
Please note player has turned to our gambling license issuer - Curacao gambling authority who will investigate and resolve the case by official procedure.
Nothing here to add from side of Betroom24.
As stated already for us this case is closed and with no further comments.
With best regards
Betroom24 team
Public
Public
3 years ago
I have only one question, did you receive the official response from the regulator?
If not, can you remind them of the case?
Public
Public
3 years ago
Translation
Good morning matej,
I've tried three times already. Betroom24 is in league with the supervisory authority. Probably these are bought. The regulator never cares about customer concerns.
Betroom24 knows about this and for this reason you know the case. It shows the criminal structures to which the customers are at the mercy.
This is stealing money.
Basel09
Automatic translation:
Public
Public
3 years ago
Unfortunatelly, In this case, we don't know what happened. Because the curacao licensing authority didn't respond in a reasonable time frame. We are closing this complaint as "unresolved" with category: uncertain case.
If the casino has a response from the regulator or later get it, please send it to matej@casino.guru, and we will reopen the case.
Public
Public
6 months ago
The casino representative shared an email exchange with us between the player, revealing a mutual agreement reached between the player and the casino.
The issue arose when the casino compensated the player in the BCH account he provided, but the player later claimed not to have received anything. Upon reviewing the conversation, it was clear that the casino sent the amount to the wallet specified by the player. However, the player later presented a different BCH wallet as proof. As it is the player's responsibility to provide accurate information, we have concluded this case as resolved.
