The player from Austria had his account blocked without further explanation. The remaining balance was held by the casino. The casino did not respond to the player's complaint, therefore, it was closed as 'unresolved' and the player was advised to contact the Licensing Authority of the casino. The player did so and a week later informed us that the casino had paid a part of his winnings. A month later, the player informed us he had received all of his winnings. As the Licensing Authority of the casino was involved in the resolution of this case, the player's complaint was marked as 'Publicity helped'.
BetsEdge Casino - Player’s account has been blocked.
Black points: 592
Amount: €10,000
BetsEdge 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.
Resolved
Our verdict
Publicity helped
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello
I won € 10,000 after playing for several hours at the above casino without a bonus. Of course, all KYC submitted documents were also confirmed prior to disbursement. Then I wanted to pay out 4000 € of it to my bank account and I also received the email about this. The next day I wanted to log into the account and lo and behold, I was blocked. There was no response to mails and in the live chat the chat was simply ended after request. I'm desperate, you can help me.
Automatic translation:
Public
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2 years ago
Dear Tim,
Thank you very much for submitting your complaint and for forwarding all the relevant screenshots and communication. 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. Do I understand correctly that the account verification hasn’t been initiated at all? Could you please confirm that you haven’t redeemed any promotional offer from this casino when depositing funds into your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hi,
thanks for the quick processing!
The documents were accepted as far as I could still see how I could log in. There was a green tick next to the uploads the next day I was then blocked. I did not get any emails or the like to be blocked. In the past I have claimed the welcome bonus, but in between there were several normal deposits without a bonus, the last deposit was definitely without a bonus.
Edited
Automatic translation:
Public
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2 years ago
Thank you very much, Tim, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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2 years ago
Dear Tim,
I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.
I would like to invite BetsEdge Casino to join this conversation.
Dear BetsEdge Casino representative,
Could you please clarify why Tim’s gaming account has been blocked?
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2 years ago
We would like to ask 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’.
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2 years ago
Dear Tim,
Unfortunately, as we have not received any response from BetsEdge Casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Curacao Antillephone).
Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.
The casino can reopen this complaint anytime.
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2 years ago
We have received this e-mail from Tim:
"Hi
The casino has now paid out the entire amount. Many thanks for the help!
Best regards timon R***"
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2 years ago
Thank you, Tim, for letting us know and for using the Casino Guru complaint resolution center. I’m glad that you’ve finally received your winnings.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
As the issue has only been resolved after Tim contacted the Licensing Authority of the casino, the complaint will be closed as ‘Resolved’ and marked as ‘Publicity helped’.
Best regards,
Andrej, Casino.guru
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