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?