Betspino Casino - Player is unable to make withdrawals from his account.

Dear sir/madam,

I did a withdrawal of 4020 and 2000 and i have a current balance of 1000 euro. When i was waiting for approvement of the withdrawals( it wasnt the first) , my account frozen and i could not play anymore at casino and sports or to do a withdrawal.

I got an email from them and never get a answer too!

Here is the screenshot of the email from them!

I hope someone can help me!

Thank you!

Dear Demirtas93,

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 make sure I understand your situation completely.

Could you please forward me the email you received from the casino after your account was frozen? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

What types of games did you play most recently? Were these slots, live casino games, or did you participate only in sports betting?

When was the last time you communicated with customer support and what was it about?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Veronika,

Thank you for your reply.

What types of games did you play most recently? Were these slots, live casino games, or did you participate only in sports betting?

I played sports betting and sometimes slots games.

When was the last time you communicated with customer support and what was it about?

Yesterday i sent them a email about the action i will do if they not answer me, and like always no reply from them.

And i am from the Netherlands not from Germany.

I sent you the screenshot i got from them on that day my account frozen.

Kind Regards,

I.Demirtas

Did you ever solved a problem like this at a casino or client? Danke shön!

The casino informed you via email that there was a bug with your bets which caused that you won more funds than you were eligible for. Does this bug concern your sports bets?

Would you be so kind and send me your gaming history in Excel format showing all your bets, wins, and losses? You may request it directly from the casino, and then forward it to me (veronika.l@casino.guru). Thank you.

I am not able to login in my account now.

You don't need to log into your account, you can write email to the casino customer support. Also, please answer my question if the bug concerns sports bets or slot games.

I don’t know what the bug is what they mean.

But i played sports and slots so .

I will try to contact the support team about this, i hope they will write me back!

Have you requested your gaming history from the casino, please? Have you received any reply from them at all?

I didnt get a reply from them, they not answering my emails..

Thank you very much, Demirtas93, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Demirtas93!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear all,

Upon reviewing our records, it has come to our attention that despite our efforts to reach out to the customer and provide a detailed explanation via email on April 19th, we have not received any response from his end. Rest assured, we can provide proof of our correspondence history to the Complaint Specialist upon request, if such needed.

Regarding the subject of this case, we want to reiterate that we have thoroughly explained to the customer the circumstances surrounding the closure of his account and the suspension of payouts. It has been determined that these actions were necessary due to violations of our site's rules, and we have ample evidence indicating that your behavior was deliberate. We're sending proofs to the Complaint Specialist.

We are committed to resolving this matter fairly and transparently. Should you wish to discuss this further or provide any additional information from your side, please do not hesitate to reach out to us. We remain at your disposal to address any further concerns you may have.

Thank you for your understanding and cooperation in this matter.

Warm regards,

Betspino Casino.

Demirtas93, do you have any knowledge of the fact that the casino tried to reach out to you? If you have e-mail from them, please, redirect it to me: pavel.k@casino.guru.

Dear Demirtas93,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.