Betvisa Casino - Player’s winnings have been confiscated after failed withdrawal.

Hello Casinoguru, 

I created my account yesterday at Betvisa Casino and played and won ₹ 99000 while playing and my total balance is 199000 in which there is no bonus.I did withdrawal last night But till morning even my withdrawal was not credited so I contacted support then support told that contact on WhatsApp, you have to do KYC then I contacted on WhatsApp and sent all the documents they asked for.After that they suspended my account.I am sending you the screenshot of all that happened on WhatsApp.I request to casino guru to refund my balance money from Betvisa.

Dear Jash4646,

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 which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Was there any specific reason given by the casino for closing your account?

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,

Kristina

Hello Casinoguru,

I am playing Live Casino Games , My balance is without any bonus. they send me following message,

"Your account has been suspended from Betvisa due to a violation of our company policies. As a result, you are no longer able to access your account, play any of our games, or take advantage of any of our services. We apologize for any inconvenience this may have caused. Please note that this suspension is permanent and cannot be reversed. We take our company policies very seriously and we hope that you understand why we have taken this action. Thank you for your understanding"

Thank you very much for your reply, Jash4646. Do I understand correctly that this was the only explanation from the casino you received? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I have emailed you that screenshot of chat between me and the casino.

Thank you very much, Jash4646, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Jash4646,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Betvisa Casino,

Can you please provide an explanation on why were the player's winnings confiscated? Which of your rules should the player supposedly breach? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear Jash4646,

KYC verification has been Completed, Now Your Account has been enabled. For More Information please contact Betvisa customer support 24*7 services

Thank you for your response, Betvisa Casino team.

Dear Jash4646,

As per the Betvisa Casino response, you should be able to log in to your account and continue using their services as usual. Please let me know if everything is OK now and we can consider your issue resolved.

Hello Casinoguru,

My Account was enabled now , Thank you so much.

Great news, Jash4646. Can we consider your issue resolved?

Dear Jash4646,

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.

Dear Jash4646,

Although it seems as though this issue has been successfully resolved, we haven't had a further response from you to confirm this. We are, unfortunately, forced to close this complaint as rejected.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

We have been informed by the player via email that the player's account was fully enabled and the player's issue has been successfully resolved.

We will now mark the complaint as 'resolved' in our system. 

We would like to thank both parties for their cooperation. Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru