BetToGoal Casino - Player’s winnings have been cancelled and the deposit returned.

I registered on their site on the 13th of May, I made 2 deposits in total (150eur on the 13th of May and 200eur a day later). When I earned 688euro my account was limited and my maximum bet was under 1euro so I decided to withdraw my funds. I uploaded ID document, which was approved and I requested a withdrawal. The withdrawal was rejected for following reason: Suspicious activities were detected (Screen1). I sent an email asking about those irregularities (Screen2) and got an answer that multiple different IP addresses were linked to my account (Screen3).

I've not used any VPN or anything like that, which I told them (Screen4), I checked my profile and in the "my sessions" tab there was only 1 IP address for the whole time that I was registered on their site. I got an answer saying "If you have not engaged in any suspicious activity, there is nothing to be afraid of. Your transaction will be concluded in a short time." and an hour later I got an email that my winnings got deducted (Screen5). They left my last deposit (200eur), but confiscated all winnings.

I have never logged in from different IP on their website, didn't use VPN, my logs clearly show that only 1 IP address was used (I will attach a video showing my logs if it's possible).

What's the most interesting is that in the last email about the money deduction, they told me that I used 30+ different VPN addresses within 20 days of my registration. The thing is that I was registered for 5 days.

If you have any questions to make the situation more clear, feel free. Looking at previous complaint from this casino, it looks like a common practice.

Dear danio495,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

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

As I said, I registered on their site on the 13th of May, which means 5 days ago. 2 days after registration I wanted to withdraw my funds, but it got cancelled with the reason: "Please upload your KYC documents in order to verify your account." I uploaded 2 sides of my ID, it got marked as verified. I've been betting on sport events only, haven't used casino even once.

Thank you very much, danio495, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding 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, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

Casino is clearly lying and rejecting withdrawing rightfully won funds. My case is the same case as the other complaint, we got scammed the same way, I don't think there is much difference between sportsbetting and playing at the casino in this case. Casino pretends that I've used VPN, when the logs clearly show that I have not. But casino will probably not answer anyways, so don't bother contacting them. I will be following the second complaint and if casino will be responsive, then I will ask for help.

Could you at least tell me where can I submit a complaint regarding this casino? Their terms and service suggest that they have Curacao license. Is there an email or website of Curacao gaming commission that I could contact?

screenshot from the player:

I understand now. As I mentioned earlier, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related to an accusation of using the VPN, we will try to help you. 

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello danio495,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetToGoal Casino to join the conversation and participate in the resolution of this complaint.

Dear BetToGoal Casino,

The player was told that they have used many different VPN addresses to access their account within 20 days of registering it, but they had only registered 5 days previous and their account log shows access from only one IP address.

Could I ask you to please provide some evidence to support the use of multiple IPs/VPNs to my e-mail address, adam.m@casino.guru?

Kind regards,

Adam

Dear danio495,

The casino has informed me that upon further investigation they have realized that the fraud department has made a mistake in this case. They also state that your account balance has been returned to you with their apologies.

Could I ask you to please confirm this, and that the matter is now resolved?

Yes, indeed they returned my funds. However, when I tried to withdraw it, there is a system error. Their livechat support is offline right now. I'd like to ask you to not close the case until I'm able to withdraw my funds. Thank you in advance.

Hello danio495,

Thanks for the update, we will keep the complaint open until you confirm receipt of payment.

Kind regards,

Adam

Dear Adam,

My withdrawal request was accepted and I received funds on my wallet. Thank you very much for help, without Casino Guru I wouldn't be able to get back my funds.

The case is solved.

Dear danio495,

I'm glad to hear that your issue has been resolved and that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam