The player from Germany tried to withdraw his winnings, but he later lost access to his casino account. The player's login details no longer seem to work. The casino failed to respond to this complaint, so it was closed as 'unresolved'.
BetWorld247 Casino - Player has lost access to his account.
Black points: 125
Amount: €1,000
BetWorld247 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
11 months ago
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1 year ago
Translation
I won well over €1500 there. Hesitantly, I was only able to have €50 paid out to my Muchbetter account every 24 hours. After a while I couldn't log in anymore. My data is correct.
Automatic translation:
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1 year ago
Dear KMMK92,
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 clarify how much money was in your balance when the casino blocked your account? Have you accumulated your winnings with or without an active bonus?
Have you tried contacting the casino regarding this issue? Or have you received any explanation?
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,
Kristina
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1 year ago
Translation
Hello Kristina. In the end there were still around €1300 left in the account. But I'm not aware of that. I didn't get a bonus either. When I asked why I can only withdraw €50 per 24 hours, I was told that I had to deposit more. I have also written to support several times that I once again have no access to my account. But I received no answer to that.
Thanks for the efforts.
Regards
Automatic translation:
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1 year ago
Thank you very much for your reply, KMMK92. Before we move forward with this complaint, 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.
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1 year ago
Translation
Hello Kristina.
I have attached a file where I took a screen capture. In which I am trying to log into BetWorld247 Casino. The data is automatically filled in where you can see that nothing is happening there. But if I change the password through random combinations, the message appears that the password is incorrect and I still have 3 attempts.
Thank you for your efforts. I hope we can be successful.
editing*
Unfortunately, I cannot insert the recording here.
Sincerely, KMMK92
Edited
Automatic translation:
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1 year ago
Thank you very much KMMK92 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.
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1 year ago
Hello KMMK92,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BetWorld247 Casino to join the conversation and participate in the resolution of this complaint.
Dear BetWorld247 Casino,
Can you please offer some insight into why the player cannot access their account?
Kind regards,
Adam
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1 year ago
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’.
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1 year ago
Translation
I also tried to contact the casino myself again. The support email seems to be offline.
Automatic translation:
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1 year ago
Dear KMMK92,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (adam.m@casino.guru).
I wish I could have been of more help.
Kind regards,
Adam
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