The player from Germany had the account blocked without a further explanation. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Campeonbet Casino - Player’s account has been blocked.
Black points: 158
Amount: €874.13
Campeonbet 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, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have been trying to pay out my money for almost 2 months and the support kept giving me other reasons why this is not possible until we went round in circles and you asked again for what I had already sent you. After 1 1/2 Campeonbet asked for a Skype video verification after which they blocked me and withdrew my money instead of paying it out. The fact that you do not pay out happened to two friends of mine, but their accounts have not yet been blocked.
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2 years ago
Dear madinageld,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino didn’t provide any further explanation regarding the blocked account? Have you accumulated your winnings with or without an active bonus?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello, first of all thank you for your answer. I don't know at the moment whether I should reply to this via this platform or just send them an email, so I'll just do both. The casino gave me an explanation and they claim that I am not the account holder, although it would have been very easy to compare me from the video with me from the passport that was sent. It looks like I have "failed to answer crucial questions" with no further explanation given. So you are claiming that I am not me and then you accused myself of fraud in order to be able to withhold my money. I earned my winnings without a bonus or a large part of the money is my deposits because I deposited around € 700.00. I just checked and saw that I had a LOYALTY bonus, which the casino voluntarily gave me to make a deposit, but I had not used it or deactivated it directly. So my entire profit was earned by myself. I will send you this text and all pictures again by email. Many thanks for your help.
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2 years ago
Translation
In the meantime I can log into my account again, but my money is still not paid out, although the payouts say "complete".
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2 years ago
Thank you very much madinageld for your reply. Have you tried contacting the casino regarding the reopened account? If there is any other communication regarding this situation, please forward it to me as well.
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2 years ago
Translation
Hello, yes I have contacted the casino regarding this. The answers I get don't really make sense, because a standard email always comes back stating that my account has been blocked for the reasons already mentioned. I still have access to this account.
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2 years ago
Thank you very much madinageld for your cooperation so far. I will now transfer your complaint to my colleague Peter 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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2 years ago
Hi madinageld,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Campeonbet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Campeonbet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi madinageld,
I tried to get in touch with 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 Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
