The player from Germany had his account suspended due to his inability to provide proof of ownership for funds that had been deposited via Neosurf vouchers. The suspended account had contained a balance of €2,400. Despite having offered KYC-verified MyNeosurf and images as proof, the account had remained suspended. The player's emails had been ignored. After an investigation, we had determined that the player's inability to provide proof of purchase for the Neosurf vouchers, along with the casino's allegations of fraudulent activities, had left us with no other options to assist. Furthermore, the significant time delay in the player's complaint and previous issues related to Neosurf vouchers being used for fraudulent actions, had led us to reject the complaint.
Betroom 24 Casino - Player's account suspended due to deposit origin issue.
Amount: €2,399
Betroom 24 Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I hope this message finds you well. I am writing to express my dissatisfaction and concern regarding the recent suspension of my casino account username: Stratton on November 1, 2021.
I understand that security measures are in place to ensure the safety and integrity of the platform, and I appreciate the importance of verifying account ownership. However, I would like to bring to your attention the circumstances surrounding my account suspension.
The reason for the suspension, as communicated to me, was the inability to provide proof of ownership for the deposited funds. The challenge I faced in meeting this requirement arises from the nature of the Neosurf vouchers I used for deposits. These vouchers were purchased in cash, providing a level of anonymity that makes it challenging to trace the exact origin of the funds.
I acknowledge the necessity of stringent security procedures, but I believe that there may be alternative methods to address the verification concerns without disproportionately affecting legitimate users. I have already offered my KYC-verified MyNeosurf as proof and have sent images, but unfortunately, without success.
The reason for my delayed communication is that I had lost hope as my emails were consistently ignored. It was only after discovering success stories on Casino Guru involving similar cases that I felt encouraged to reach out to you.
I kindly request a reconsideration of my account suspension, and I am more than willing to cooperate with any additional verification processes or provide further information to establish my ownership of the funds.
It is important to note that the suspended account holds a balance of 2.400 euros, and I am keen on resolving this matter promptly. I value my experience with Betroom24 and have always enjoyed the services provided. I trust that we can work together to find a resolution that ensures both the security of the platform and the fair treatment of users.
Thank you for your prompt attention to this matter. I look forward to a swift and positive resolution.
Sincerely,
Dear Stratton,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betroom 24 Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games)
- Did you achieve your winnings with the help of bonuses?
- Did you fund your casino account exclusively with cash-bought Neosurf vouchers? Were your winnings achieved with such funds?
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
I mainly played online roulette on your platform without using bonuses and made my deposits exclusively with Neosurf. Unfortunately, my account was suspended without prior notice and I am unsure of the reasons why.
To help you clarify this issue,
I would like to share some relevant information:
Deposit method:
All my deposits were made using Neosurf vouchers only.
Games used:
My main activity was playing online roulette and I did not claim any bonuses.
Duration of my playing:
I had the account for about 1 week before it was blocked. Account was blocked exactly on November 1st, 2021.
Have you only funded your casino account with Neosurf vouchers purchased in cash?
Yes
I do this so that I don't see any online casino statements on my accounts.
Could you please specify how much you deposited in total to the casino?
Could you please provide a confirmation your My Neosurf account is verified?
Did you keep the receipts from buying the vouchers with cash?
Would you be able to send me the photos to my email at tomas@casino.guru?
I'll await your response.
Could you please indicate how much you have deposited in total at the casino?
560€
Could you please provide confirmation that your My Neosurf account is verified?
I sent them the pictures via email
Have you kept the receipts for the cash purchase of the vouchers?
No
Thank you very much, Stratton, 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 Stratton,
I'm Michal and I have taken over your complaint. Upon reviewing your case, I recognize that, despite initial uncertainty, you are determined to seek a resolution. However, considering the suspension of your account a couple of years ago, I maintain a degree of skepticism regarding our capacity to assist you. Nonetheless, I will contact the casino to investigate potential avenues for resolution.
We would like to invite Betroom 24 Casino to join the conversation.
Dear Betroom 24 Casino,
Could you please provide information regarding the suspension of the player's account? The player indicates that they exclusively funded their casino account with Neosurf vouchers and has offered proof of ownership of their Neosurf account. In light of this, what alternative method can the player employ to substantiate the source of funds and potentially lift the account suspension?
Hi there,
Please note account was terminated in year 2021 ago due to numerous reasons including fraudulent activities and deposit method fraud - Neosurf vouchers.
There is no alternative method for player to employ more docs. as he was requested numerous times to do that in the past. Not surprisingly - nothing was provided. Opposite, player gameplay activities indicated fraud was takin place here.
No further comments from Betroom24
Dear Betroom24 team,
Thank you for your message. I have noted your statement about the alleged fraudulent activities and fraud related to Neosurf vouchers and I am surprised by it. I strongly emphasize that I had no fraudulent intentions and did not knowingly engage in any fraudulent activities.
I have received several requests for additional documents in the past and have provided all requested documents . If further documents are required or something is missing, please kindly provide the relevant information. I am willing to work with you to clarify this matter and resolve any misunderstandings.
Furthermore, I would like to point out that the alleged fraudulent activities were never previously mentioned in the previous emails or communications. This information would be crucial for me to better understand the matter and respond appropriately.
In addition, I have been waiting for two years for my data to be disclosed in accordance with the German General Data Protection Regulation ( GDPR ), to which your company is subject. This delay has increased my confusion and concern regarding the situation at hand. Additionally, if you say you operate transparently, it would be helpful to provide information regarding this data disclosure.
To ensure that all activities are carried out in accordance with legal regulations, I would like to know more about Betroom24's license status. Could you please provide me with information about whether your company holds a German gambling license?
This information is important to me to ensure that I am using the gambling service legally and in accordance with applicable regulations in my country.
I value transparent communication and hope that we can find a solution together to resolve this situation. It is important for me to emphasize that I have not knowingly or intentionally violated your terms and conditions and that a fair review of my activities is necessary.
Best regards,
Thank you for the information and for providing supporting evidence, Betroom24 team.
Dear Stratton,
While I understand your perspective on utilizing Neosurf vouchers as a regular accepted payment method in the casino, it's important to recognize that, as part of the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes, the casino can, and often must, request proof of funds from players. None of the licensed casinos take KYC or AML lightly. Despite multiple requests from the casino team for proof of purchases of those vouchers in the past, your inability to provide such documentation leaves us with almost no other options to help. The casino team is merely following industry-standard rules.
Another significant factor is the time delay in your complaint. KYC and AML processes were established long ago and will persist in the future. If you were unable to pass these processes before, it is improbable that you will be able to provide the required documents with such a substantial time difference.
Furthermore, we are aware of previous issues related to certain Neosurf vouchers being used for various fraudulent actions, including money laundering in various countries and online establishments. This further underscores the casino's strict adherence to its rules.
Considering all the factors mentioned above, we regretfully have to reject your complaint.
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 and we try our best to help.
Best regards,
Michal
Casino.Guru
