BetUGo Casino - Player's account has been closed after withdrawal attempt.

I opened an account at betugo many months ago and made about 40 deposits using the USDT method, I also made multiple withdrawals and they were always processed within 1h, casino does not require KYC, they never asked for it.

Recently I was lucky and won $8,000 from a deposit of $600 ( i played slots casno and sportsbook), I made a 2x withdrawal of $2,000 and after a few minutes I received it on my crypto account, I tried to make another withdrawal and it was rejected and my account was checked by the security department.

After a few days, I wrote on live chat (there is no e-mail contact for this casino), I got angry and started arguing with the casino staff in the chat. They immediately blocked my account, stating the point of the regulations that says that the casino has the right to make a decision and it is final.

I added screenshots of conversations with the person in the live chat I am sure that the casino has one-person staff and everything is managed by the person in the live chat, because in time

my conversation with this person in live chat, the account was immediately blocked and a point of regulations was given in which the casino has the last word and can do anything.

this casino has only 15 points regulations

10: In any case, The Company reserves the final say.

the person in the chat couldn't give a specific reason, he only wrote that one person can use one IP address on the account, which means that you can log in to the account using the same IP address all the time.

it sounds incredibly stupid, and the regulations do not say anything about it, I have logged in to the casino account hundreds of times and there has never been a problem before, it appeared when I wanted to withdraw all funds from my account (8000$), Betugo sent me $4,000 and the rest $3,800 was blocked.

I have been making deposits and wirthdraw for many months and have never had a problem.

Hello tyraxx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetUGo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?
• How much is your current balance in the casino?

Looking forward to your answer.

Regards,

Nick

-casino does not require verification, as I wrote above.

-I played with the money I deposited and a 50% reload bonus

-last conversation was the one in the chat that you can see on the screen, it was two days ag

-3800$, account is blocked.

Hello Tyraxx,

Thank you for providing all the information regarding your issue.

To assist further, we will need additional evidence from the casino. I will be forwarding your complaint to my colleague, Michal (michal.k@casino.guru), who will be assisting you with this matter. Wishing you the best of luck with the resolution.

Best regards,

Nick

Hello Tyraxx,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I do agree with you that it does not really align with a fair approach if the casino is applying just a general rule without providing sufficient grounds for their actions. After reviewing the 2 screenshots you provided they mentioned: "The security team has determined that your account did not comply to the rules and regulations." which suggests that additional context may have been offered during your discussion. Please forward me the entire conversation if possible at michal.k@casino.guru

Another thing, while it is true that the casino's terms and conditions do not explicitly require players to complete KYC before processing withdrawals, however, on the other hand, as far as we know BetUGo Casino is not an "anonymous casino" and It is common practice within the industry for casinos to require KYC verification when winnings or withdrawals exceed a certain amount. Moreover, the casino team retains the right to initiate the verification process at their discretion. I understand this may not be ideal for you, but it is not something for which we can hold the casino accountable. To gain a clearer understanding of the situation, I will reach out to the casino for further clarification.

We would like to invite BetUGo Casino to join the conversation.

Dear BetUGo Casino,

Kindly provide me with any information and evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

I didn't take screenshots of the entire conversation in the live chat but there is nothing else there, the person in the chat constantly repeats the sentence: The security team has determined that your account did not comply to the rules and regulations.

it's not about any KYC, this casino doesn't seem to do it, it looks like it's a casino without KYC, don't even enter any personal data during registration.

they blocked my account only after I won a little more, (I had previously made a lot of deposits there, around 40, and a lot of withdrawals) In fact, the reason block account for these thieves from Betugo is only to not process the remaining withdrawals.

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.

Dear Tyraxx,

Just to give you a quick update, I have received a message from the casino team. Their security department has raised concerns regarding the possibility of multiple or duplicate accounts associated with you. I have requested further information and hope to be able to provide any further details soon.

I know it might sound a bit silly, but I have to ask if you have opened only one account at BetUGo and you don't have any multiple or duplicate accounts, right?

Additionally, could you let me know if any of your friends or family members hold an account at BetUGo Casino? If that is the case, have you ever accessed the casino from the same location as them?

nonsense from Betugo, I have had one account for over 4 months, I made about 40 deposits and also many withdrawals,

Only now did they come up with the idea to accuse me of multiple accounts ? It sounds absurd to me and I am 100% convinced that betugos are thieves and liars.

as you can see from my previous complaints, I have never had a any company accuse me of multiple accounts and most of the complaints were resolved positive.

it is not possible for any of my family or friends to open an account this company , this company is practically unknown in my country, and I only know it from casino.guru.

it is obvious that betugo decided that I am not a profitable player for them because it seems that my withdrawals exceeded the deposit, although I could be wrong, I am not sure.

During these 4 months after opening the account, I made deposits for a total amount of 15-20 thousand dollars and I think that maybe my withdrawals exceeded the total deposits amount, maybe that was the reason that I was not a profitable player.

Dear Tyraxx,  

I would like to confirm that, despite encountering some challenges with your verification process, particularly in relation to the casinos' collaboration with Sumsub, we have successfully addressed most of these issues. I trust you are already familiar with the fundamental regulations, such as the stipulation that each individual player is permitted to open only one account. I am still awaiting further information from the casino team. I remain hopeful that we can achieve a favorable resolution.

Dear Tyraxx,  

I wanted to provide you with a brief update. Although I am in communication with the casino team, I have not yet received any supporting documentation regarding the claimed rule violations. I will be extending the timeline by an additional three days to allow the casino team the opportunity to either present evidence of the alleged violations or to reassess their original decision. I remain hopeful that I will have some favorable news to share with you soon.

Dear Tyraxx,

I have received the following message from the BetUGo Casino Team:

Dear Michal,

Thank you for your patience. We are still working on the situation regarding the player’s accounts. It turns out that there are a total of 34 related accounts associated with this case, which requires a thorough investigation.

Our security team is currently in the process of compiling the necessary evidence to support our findings. We appreciate your understanding and will ensure to provide you with the relevant information within the extended deadline.

Thank you for your cooperation.

Best regards,

BetUGo

CS Team

I don't know what to write, Betugo doesn't have any security team, the casino is managed by one guy.

I have no idea why exactly 34 accounts, the only idea that comes to my mind is maybe they checked the crypto address from which deposits were made, I sent deposits directly from the Kraken exchange, so they were send directly from the main address of the KRAKEN exchange, perhaps other players also used the Kraken exchange to deposit to betugo, then the funds were sent directly from the exchange's main address.

perhaps betugo thinks that the crypto address from which funds were sent to many accounts (crypto Kraken address) belongs to one person.

this would be very strange because the blockchain shows that the address belongs to the exchange Kraken

but this casino is definitely not very professional, so everything is possible there, even such absurdities.

The Kraken exchange is a large exchange and tens of thousands of transactions are made daily from their main address USDT TRON, It is very possible that other players also made deposits to Betugo from the Kraken exchange, maybe Betugo simply connected the address from which the funds were sent to these 34 accounts.

what's amazing is that they wouldn't notice that the address doesn't belong to a private person, but to a very large stock exchange.

I don't have it other idea on what basis they could linked as many as 34 accounts and let me play for many months and make many deposits and withdraw earlier.

Dear Tyraxx,

To provide you with an update. I reached out to the casino team last week and again today to request the supporting evidence of their accusation. So far I have received none. I have notified the casino team that if I don't receive any evidence that can support their actions by tomorrow, I will have no other choice than to close this complaint as unresolved. I understand this is not a solution to your issue, but it might help to change the casino's approach, and it may lead to them eventually disbursing the remaining winnings to you.

Dear tyraxx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don't know what to write, this is a betugo casino scam, it's more than obvious.

Dear Tyraxx,

Despite granting an extended time period and my multiple urges, the BetUGo Casino team could not provide sufficient evidence of the violation they have previously accused you of. Additionally, there has been no indication of a reassessment of their original decision, so unfortunately, there is nothing further that can be done in this instance. This situation does not align with the fair practices we advocate for in promoting a just gambling environment for both players and casinos, so we had to close this complaint as unresolved.

Given that the casino operates without a valid license and does not utilise any Alternative Dispute Resolution (ADR) service, there is no gaming authority to turn to.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email.

It would be advisable for you to consider engaging exclusively with reputable, licensed casinos, taking into account their reviews and ratings, to minimize similar situations in the future.

Best regards,

Michal

Casino Guru