Betswap Casino - Player’s funds were confiscated.

I waited a long time for a withdrawal of €500, and specifically on 18/10/24, I received an email stating that my withdrawal was canceled because I did not use Latin characters. So, I attempted the withdrawal again using correct characters, and still, it wouldn't allow me! In short, the provider claims the withdrawal was made, while the casino sent a message that it was canceled!! And guess what happened? They took my money... Also, I couldn't play, even though the money was in my profile. And in the end, they withdrew it from my profile and never sent it to me! If you want to lose your money, you can play at this casino.

Dear Epodinos,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced. To help us better understand the situation, I would like to ask a few questions for clarification:

1. Could you please specify where exactly you didn’t use Latin characters? Does this issue pertain to the verification process for your account, or was it related to some information you provided when submitting your withdrawal request?

2. Could you kindly send me a screenshot of your transaction history?

3. Am I correct in understanding that the €500 balance eventually disappeared from your account? Have you contacted customer support to inquire about what happened to your balance? Was it marked as processed and paid out by the casino, or did they confiscate your winnings due to an alleged breach of their terms and conditions?

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

Dear Epodinos,

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.

The provider told the casino that the withdrawal process has been completed while the casino sent me an email saying that the withdrawal did not go through and they refunded me the 500 euros back! Then I tried to withdraw with the correct characters and they started giving me various excuses that they made a mistake with the email they sent me and that the withdrawal went through normally and they took my money from the casino account.

Could you please specify the payment method you used for your withdrawal?

Also, please send me all the communication between you and the casino customer support regarding this payment to my email address: veronika.l@casino.guru. Thank you for your cooperation.

Dear Epodinos,

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.

I have closed my account permanently from this casino... They are fooling people.

Thank you for sharing this with me. I'm truly sorry that you had to go through such a frustrating experience. Could you please confirm the balance in your account at the time of closure?

If there’s anything else I can assist you with, please let me know.

Dear Epodinos,

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.