BetToGoal Casino - Player's account has been closed due to alleged multiple logins.

HELLO, GOOD DAY, The betting house BETTOGOAL has just arbitrarily closed my account without any logical reason. According to them, multiple logins happened from the same IP address but that's not correct as I only have one account and my IP is dynamic because it's on a mobile network. Hence, it's out of the question that I have more than one account as I only have one. My suspicion is that my account generated profits in recent days and for that reason, they've closed my account and will not let me withdraw my winnings. I kindly request assistance with this case, please.

Dear LORENA19940308, 

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active 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, 

Veronika

NO ONE ELSE USES MY INTERNET IN MY HOUSE SINCE IT IS PRIVATE AND ONLY I HAVE ACCESS, MY ACCOUNT IS VERIFIED, AND I DON'T USE ANY BONUS.

I WANT TO ADD THAT THEY SENT ME AN EMAIL INDICATING THAT I REQUEST THE CLOSING OF MY ACCOUNT WHICH IS COMPLETELY FALSE THEY ARE ONLY HARMING ME AND IT IS EVIDENCE THAT THEY DO NOT WANT TO PAY ME.

Thank you very much, LORENA19940308, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.

Hi LORENA19940308,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BetToGoal Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Kind regards,

Tomas

We would like to ask the 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’ which may negatively affect its rating.

IT APPEARS THEY DO NOT WANT TO ANSWER WHICH EVIDENCES THAT THE BETTOGOAL BOOKING HOUSE CAN KEEP THE USER'S MONEY, EVEN THOUGH THEY HAVE ALREADY SENT THEM EMAILS AND MESSAGES INDICATING THAT THE DAYS TO RESPOND TO THIS FORUM ARE NOW OVER BUT STILL THEY DON'T DO IT, TAKE OUT YOUR OWN CONCLUSIONS!!

Dear LORENA19940308,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

HELLO I WANT TO ADD THAT EVERY TIME I WANT TO HAVE A CONVERSATION ABOUT THE STATUS OF MY ACCOUNT THROUGH THEIR LIVE CHAT THEY CLOSE MY CONVERSATION THEY DO NOT WANT TO ANSWER MY QUESTIONS, WHAT I ASK IS THAT THEY BE FAIR WITH ME I DID NOT MAKE ANY MISTAKE JUST TO GET PROFITS THEY HAVE ME I CLOSED THE ACCOUNT AND THAT IS NOT FAIR WITH ALL USERS WHO ALSO RISK OUR MONEY TRUSTING THE BOOKING HOUSES BUT BETTOGOAL IS BEING UNRELIABLE SINCE IT DOES NOT PRESENT A LOGICAL AND FAIR REASON TO CLOSED MY ACCOUNT THAT IS NOT RIGHT!! ATTACHED CAPTURE OF THE CHAT WHEN THEY DID NOT RESPOND TO ME.

Dear LORENA19940308,

We are still investigating the case with the casino's representatives, so let me extend the timer for another 7 days to come up with a conclusion.

I will keep you updated on any developments. Thank you.

Kind regards,

Tomas

Dear LORENA19940308,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. For the reason of your complaint being sports betting-related, I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Kind regards,

Tomas