BetToGoal Casino - Player's account closed without reason.

I opened my account on February 26. After completing the full verification, I started playing using stakes of about 30 euros per bet. The first withdrawal of 45 euros arrived in my account. After a few days I wanted to withdraw again. Unfortunately, the casino closed my money account without giving me any specific information about the reason for this, just a few meaningless points in the terms and conditions, but nothing specific. After that they stopped replying to my emails asking for the reason.  I did not do anything against the regulations. The bookmaker does not have the right to close an account with money without a clear reason.Please help in this matter.

Dear dundam91,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetToGoal 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? 
• Could you please share the email with the reasons the casino gave when closing the account? Share screenshots here or send the information to my email at tomas@casino.guru
• 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

I opened an account on February 23, 2024. I started using it on April 10, 2024 and the account was blocked on April 22, 2024. I did not take any bonuses. I used the account mainly for sports betting and casino. Here is a copy of an email I received from betotgoal 

Due to violation of our terms and conditions, your winnings have been deducted and your account is now closed. Please check the following:

Using our services

1. bettogoal is required by law to review all transactions from a money laundering perspective and aims to minimise risks in its own interest and in the interest of the public. The use of any fraudulent, criminal or unfair method (such as collusion, VPN, blacklisted IPs the use of any tools such as, but not limited to scripts, bots, tools that help disguise your identity or spiders) in connection with the use of our services is strictly prohibited. For more information on security checks, please see our Privacy Policy. Should the customer violate these conditions, bettogoal will proceed in accordance with clause IV.3. and reserves the right to institute criminal proceedings for any relevant behaviour.

2. All transactions are checked for possible money laundering activity. bettogoal reserves the right to report the customer and any suspicious activity on their account to the relevant authorities and to freeze funds. bettogoal also reserves the right to close the relevant account and confiscate funds.

3. To prevent money laundering, all deposits must be wagered at least once.

Thank you very much, dundam91, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you dundam91 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetToGoal Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear dundam91, the casino has provided me with evidence of multiple accounts. This is prohibited in every casino in the industry and can lead to complications. I strongly advise against such behaviour in the future. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter