BetToGoal Casino - Player's winnings have been confiscated due to alleged multiple accounts.

Hello friends at Casino Guru, I'm coming to lodge a complaint against the casino Bettogoal who have taken my winnings and left my account with 0 USD. I initially had a balance of 402.8 USD. I had made a first withdrawal which was paid to me, then I had some winnings. I tried to make a withdrawal again, but they cancelled it saying my account was under review. They concluded that I have multiple accounts, which is false. They claim to have proof of other accounts, but they do not show it to me, stating it's "confidential information." This is all according to their live chat support. Please, friends at Casino Guru, Bettogoal is a website which keeps your winnings. It is not reliable. Could you verify this please? I did not use any bonus and my account is verified.

Dear RUTHC, 

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 or the same device has also created an account at this casino?

If there is any relevant communication between you and the casino regarding this issue, please forward it to veronika.l@casino.guru. Alternatively, you may post screenshots here.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I tried to explain to the casino that I only have one account and no one but me uses the IP address so that didn't cause any problems, I don't understand the real reason why they took away all my winnings.

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

Hello there,

Thank you RUTHC 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 ask if you could provide any evidence of the alleged multiple accounts to my email. (peter.c@casino.guru)

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antilephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter