The player from Germany won 4150 Euros from a 10 Euro free bet but had his account suspended for analysis of his gaming history. He is frustrated with the lack of communication from the casino, despite attempts to reach out via email and live support.
Bets24 Casino - Player’s account is suspended with no response.
Amount: €4,151
Bets24 Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
6d 18h 53m 54s
Case summary
5 hours ago
Public
Public
8 hours ago
Translation
Hey,
I registered on the site a few days ago and received a 10 Euro free bet.
With that, I won quite a lot, up to 4150 Euros.
Then my account was suspended for an analysis of my gaming history. Which is fine, they should do it if something is not right, they should also let me know. Unfortunately, I'm not getting any responses via email nor from live support, which only refers me to the email team.
If something isn't right, etc., it would be fine, and they can keep the money. But to completely ignore me? And then use the excuse of high workload even though other emails from colleagues are being answered? Strange.
Automatic translation:
Public
Public
5 hours ago
Dear Flinzc,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a link or a screenshot of the free bet you received and won with? If you received it as a promotional email, kindly forward the email to me at veronika.l@casino.guru.
What types of games did you play? Did you play casino games, or did you make bets solely on sports?
Could you kindly specify if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Casino Guru is examining the case
