Betsala Casino - Player's account and winnings have been blocked.

My account has been blocked with my winnings withheld

Dear cedenow852,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsala 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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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

Well, I played at betsala for 8 months or so, every time I made withdrawals they told me that there were no withdrawal methods for Ecuador until later they told me to make another deposit through prompt payment so I could withdraw my winnings and play everything I deposited. by this means until they blocked me arguing that I had violated the TYC of the casino but they did not specify which TYC I violated. I have screenshots of the casino games that I won and also screenshots of the chats that they sent me. The balance that I got was with the deposits what did I do

My account was blocked on January 23

I win the winnings in slot machines, this is one of the games in which I win

Could you please send me the correspondence between you and the casino regarding the breach of the casino's rules? Send it to my email at tomas@casino.guru

I'll await your message.

Good morning, I already sent to the email what they sent me that according to I violated the T&C of the casino but they sent me all the terms and conditions but they did not specify which rules I violated. They also made me deposit again using another means of payment and after that they blocked my account. account

Thank you very much, cedenow852, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, cedenow852,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betsala Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betsala Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

The casino does not have the evidence because there is no evidence that the money won and that Betsala withheld from me is legally earned, they kept me for more than 5 months without paying me my winnings, they made me deposit through another means of payment according to them to pay my winnings and they blocked me

Dear cedenow852,

I was in contact with the casino, and currently, I am waiting for more details and evidence.

Can you please confirm your disputed winnings were accumulated with a bonus(es)? If yes, which exact bonus, and could you tell me how did you activate it/them? Were all the requirements for the bonus(es) completely met?

How many deposits and in what amount did you make to the casino?

How much did you deposit at the casino last time? Do I understand correctly that we are talking about only a confirmation deposit made in order to verify your payment method and withdraw the disputed winnings?

The profits I made in betsala were without activating bonuses, I made 2 deposits, exactly 1 of $5 and the last deposit of $3, which I made through the direct24 bank transfer method, but then they told me that they made another minimum symbolic deposit for ProntoPaga to be able to withdraw my money. winnings after that they blocked my account here I leave some screenshots of the casino games which I won legally

As you can see in the screenshots, the amount of each spin is 20 cents and the supplier has paid me well

Yes, but it is not possible to see in the screenshots if those winnings were made with an active bonus or not.

The casino claimed that there was a malfunction, and for a long time, you kept playing with higher amounts per spin compared to the offered bonuses thanks to a technical error. Can you please confirm that?

However, I am still waiting for additional details from the casino representative outside of the thread.

Therefore, I am now setting the timer for the casino and will wait for further details/evidence.

Thank you for your patience and understanding.

I have not played with bonuses, all the spins I made without a bonus and the amount I made for each spin was always 20 cents. Betsala kept me for more than 5 months without paying me the winnings and then they blocked me

We would like to ask the 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’ which may negatively affect its rating.

In truth, my friend, the casino proceeded in a very bad way to block my account. Everything I won was done legally. After that, they told me to deposit, apart from what I deposited, a symbolic value for another means of payment to be able to withdraw my winnings after That's why they proceed to block my account

Dear cedenow852,

I received a response from the casino representative, but there are insufficient details/evidence supporting the casino's claims and decision.

Therefore, since we have not received any relevant evidence from the casino regarding the issue even after 3 weeks (since my last email), it makes no sense to keep it open, and I am forced to close it as ‘unresolved’ (hopefully - temporarily), which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process in the meantime - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

If there is any progress or you need help, please let me know at branislav.b@casino.guru.

The casino can reopen this complaint anytime. Once they contact us or request a reopening of the case, reconsider their approach and provide all the necessary details and requested evidence, the complaint will be reopened and you will be informed via email.

Best regards,

Branislav, Casino.Guru