BetToGoal Casino - Player's account has been incorrectly closed.

Hola muchas gracias por leer mi queja espero puedan ayudarme. Hace 5 días bettogoal me mando un correo diciendo que yo solicitaba un cierre de cuenta lo cual es falso y cuando envié un mensaje al soporte me respondieron de que había infringido sus términos y condiciones y sin ninguna explicación en especifica han decidido cerrar mi cuenta y no es posible volver a abrirla. Lo curioso es que justo minutos antes de que me cierren la cuenta me hicieron un pago de un retiro de 2000 dolares y a los 5 minutos me llego un correo diciendo "Su cuenta ha sido cerrada: Hola Gino Mario Nos gustaría informarle que su cuenta ha sido cerrada según su solicitud. Tenga en cuenta que, al cerrar su cuenta, sus datos personales no se pueden eliminar. Estamos obligados a conservar los datos por razones de seguridad hasta el vencimiento del período de prescripción legal y por las obligaciones legales de almacenamiento. Una vez transcurrido este período, puede solicitar la eliminación de estos datos." Yo nunca solicite un cierre de cuenta, cuando estaba perdiendo todo iba bien pero apenas obtuve ganancias me robaron los fondos. Es obvio que no quieren pagar a sus clientes que ganan son unos ladrones descarados se aprovechan del dinero de la gente que confía en su sitio.

Dear ginosuarez,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Buenas, nunca solicite ningun cierre de cuenta ni sugeri ningun problema de juego y nunca me he autoexcluido de ningun casino. El casino Bettogoal cerro mi cuenta a proposito y me acusan de infringir sus terminos y condiciones sin ningun sustento ni explicacion especifica de nada. Y claro solo porque gane pero si perdia de seguro que no cerraban mi cuenta ni inventaban cualquier pretexto para no pagar a sus clientes. BETTOGOAL son estafadores

Due to a breach of our terms and conditions in terms of having multiaccounts on our website, your winnings have been deducted and your deposit money was paid back to you. On bettogoal, each customer is only entitled to create and use only one account. 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 risk 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 or 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. If the customer violates these conditions, bettogoal will proceed according to clause IV.3. and reserves the right to initiate 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 his account to the relevant authorities and 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.

4. bettogoal reserves the right to close the customer’s account at its own discretion at any time and without prior notice. The customer will be notified by e-mail about any such measure. Any bets already placed and pending bets which are valid and do not violate these terms and conditions shall remain unaffected by the account closure.

5. bettogoal reserves the right to forfeit any balance in the customer’s account, in particular, but not restricted to winnings, and/or to deactivate the account if bettogoal has legitimate reasons to believe or establishes any of the following:

    a. the customer has more than one active account with bettogoal (usage of a bettogoal prepaid credit card may not be regarded as an additional account in terms of this clause);

    b. the customer’s name and details do not match the name and details on the credit or debit card(s) or other payment accounts used to make purchases and deposits with bettogoal;

    c. the customer participates in a bettogoal promotion and withdraws before fulfilling the requirements of that particular promotion;

    d. the customer provides incorrect or misleading information upon registration and/or throughout the duration of his/her agreement with bettogoal; 

    e. the customer has failed or neglected to submit the requested correct verification documents in the requested time frame;

    f. the customer is not of legal age; in this case, all winnings and deposits will be returned to the state via Curacao e-gaming for further consideration.

    g. the customer accesses and participates in the Services from a jurisdiction where participation in the Services is prohibited by law;

    h. the customer deposits money originating from criminal or other illegal or unauthorized activities;

    i. the customer is found to be defrauding or attempting to defraud or to have defrauded anyone or any party, or if he/she has employed or made use of artificial intelligence or other systems (including machines, computers, software, or

        other automated systems) designed specifically to defeat the system or the customer is found to have colluded or attempted to collude with other players in order to defraud bettogoal, the betting agent, or other players;

    j. the customer has enabled (intentionally or unintentionally) someone else to use his/her account;

   k. the customer has violated this contract, in particular, the general terms and conditions;

   l. the customer has placed bets on behalf or to the account of bookmakers, agents, or their employees.

  m. there is reasonable proof of the use of illegal devices like robots that distort normal gameplay.

https://www.bettogoal.com/pt/general-terms-and-conditions

@BetToGoal Casino

Could you please provide any supporting evidence? My email address is petronela.k@casino.guru. Thank you in advance.

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.

Due to the absence of any response from the casino pertaining to the matter, we are left with no choice but to mark the complaint as 'unresolved'. We genuinely wish there were additional avenues for us to pursue. Regrettably, lacking the casino's collaboration, our ability to mediate and facilitate a resolution to this matter is limited. It is worth noting that the casino retains the option to revisit and address this complaint at any point.

Meanwhile, I recommend the player to submit an official complaint at certria@gaminglicences.com.

Thank you for your understanding.

We’ve reopened this complaint as per the casino's request.

Dear Ginosuarez,

We have received an email from the casino, which includes supporting evidence and an explanation for the closure of your account. Could you kindly verify whether you exclusively engaged in sports betting and if your most recent deposit has been refunded?

Si en su mayoria hago apuestas deportivas mas que apuestas en casino que es mas agresivo, solo me devolvieron 2k usd pero deposite mas que eso y no tienen por que devolverme sólo el deposito tienen que devolverme todo el saldo porque asi como gane pude perder y no he infringido ningun termino que han puesto mas arriba. Gane mis apuestas en vivo de partidos de beisbol (MLB) y el saldo acreditado es el que deben pagar al jugador una cosa son sus terminos y como dicen ellos sus posibles sospechas razonables a sj discrecion y otra cosa es la ley que aplica en mi pais que toda casa de apuestas que opere en territorio peruano debe pagar al jugador por su apuesta siempre y cuando haya sido ejecutada de forma limpia sin partidos arreglados ni nada de esas cosas mis apuestas son totalmente limpias y como repito la casa debe pagar al jugador porque la ley es la que manda no sus clausulas abusivas que colocan en su pagina web.

Thank you, ginosuarez, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.