BetsEdge Casino - Player’s account has been blocked.

Dear CasinoGuru,

I was sure that I would be able to solve this problem on my own with the casino representatives, but I could not do it. My account was blocked during the wagering requirements process when I had an active bonus. I got win on their second welcome bonus 50% up to 150 euros and I claimed it on September 6, 2020. When asking the casino please explain me the reason, everything they could say is: "Your account was closed per the decision of our administration. Unfortunately, your account cannot be reopened since the decision is final.". They have requested my bank details just to refund my deposit amount and they did it. I kindly ask you to help me to restore my remaining bonus balance in this casino and clarify all the reasons of blocking my account and removing my winnings.

I can forward my dialogue with the casino representatives via mail.

Dear Ansenergy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed any other promotional offer in this casino in the past? To the best of your knowledge, was there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela Kontos,

Thank you that you accepted my complaint with this casino.

Previously, I claimed only first welcome bonus in this casino but I also played in other casinos from this group which is not restricted by their terms and conditions. I just reviewed their rules and found no restrictions on it. I generally like their casinos, especially the selection of games, so I chose this group of casinos.

As for whether any of my friends or family could use my IP address, this is completely out of the question, as far as I am aware and even sure that none of them spend their time playing casino games.

I forwarded some communication on your e-mail address you provided with me. There is communication regarding my documents verification and my request about why my account was blocked.

Thank you very much for your time!

Thank you very much, Ansenergy, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Ansenergy,

I looked at your complaint and will do my best to help you. I would like to invite Betsedge Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Betsedge 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

The player contacted me by email that she successfully submitted a complaint at Curacao gaming license and Casino reopened her account and restored her winnings as a bonus balance. That's the reason why I changed the classification of this complaint from "no reaction" to "publicity helped".