Betroom 24 Casino - The player's account got blocked.

Guten Tag,

das Casino hat meinen Account geschlossen und mein Geld gestohlen.

Bitte helfen Sie mir, mein Geld weider zu bekommen. DAnach möchte ich mit dem Casino ncihts mehr zu tun haben.

Dear LuBo0204,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Betroom 24 Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Ich habe eine Auszahlung beantragt, nachdem ich eingezahlt und ein wenig was gewonnen habe.

Als ich mich versucht habe am Tag danach einzuloggen war mein Konto gesperrt.

Auf Nachfragen wurde gesagt, ichc hätte gegen AGB verstoßen.

Dennoch habe ich vorher eingezahlt, ich möchte mein Geld zurück. Wenn ich gegen AGB verstoßen habe, ist die Annahme meiner WEtten auch nicht rechtens gewesen.

Did the casino specify which term did you breach? Did you use any bonus there? Please if you have any e-mail or chat communication saved with the casino forward it to nikolas.b@casino.guru.

Dear LuBo0204,

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.

Nein, nur folgende Nachricht:

Hi there,

we are writing to you regarding your account termination.

Please note that your Betroom24 account has been permanently closed due to security review which indicates you have taken unfair advantage over the casino according to section "Termination of user Account" in our General Terms and Conditions which you have accepted once registering with casino.

We will carry out all contractual obligations of ours made to you before closure of your account. However, we reserve the right to retain your account balance and recover any pay-outs, bonuses and winnings if we believe any money is due to us or any third party. Account balances may be non-refundable.

Decision is final and we will not be held accountable or liable if you attempt to open any new accounts or play on our site.

Kindest regards,

Betroom24 Security Team

Und nein, ich akzeptiere nicht, dass mein frisch eingezahltes Geld einfach eingesackt wird und meine Gewinne dazu.

Did you use your own payment method to deposit into the casino? Was your balance accumulated with real money or did you use a bonus too?

Dear LuBo0204,

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.

Zu dem Zeitpunkt hatte ich keinen aktiven Bonus und ja, ich habe mein eigenes Geld eingezahlt.

Einfach zu sagen, dass man mein Geld einbehält ist übrigens Diebstahl und strafbar.

In Deutschland gelten Gesetze mehr als AGB.

Sollte ich mein Geld (+Gewinne) nicht erhalten, werde ich eine Anzeige gegen Betroom24 erwirken.

Thank you LuBo0204 for all the information provided. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello LuBo0204,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the casino representative to join the discussion in order to help us resolve the issue.

Betroom 24 Casino,

Could you explain in more detail which rules were breached by LuBo0204 and what unfair advantage he gained over the casino?

Hi there,

Mentioned player did an absolute fraud "act". He had unfinished rounds on selected slot game from first deposit matched with bonus. When reaching zero out status he made 2nd deposit, this time raw/clean and finished rounds from previous deposit.

Upon request from casino.guru we will provide required documents.

This case is closed for us.

Betroom24 Team

Hello,

thanks for the explanation to the Betroom 24 team.

The described behavior falls under 'the delaying rounds' on a game with a bonus which we view as an unfair advantage.

Please provide us evidence of this at my email so I can review it at tomas@casino.guru

Much appreciated!

Hello all,

We've received supporting evidence from the casino regarding LuBo0204's gameplay showing the delaying of rounds took place. Even if we assume it was accidental, LuBo0204 gained an advantage over the casino this way. Thanks to the Betroom 24 Casino team for providing the evidence and their cooperation.

LuBo0204,

Unfortunately, under these circumstances, we are not able to help you and your complaint will be closed as unjustified. Even if we couldn't help you with this issue, please don't hesitate to contact us in case you have any issues with online casinos in the future.