Campeonbet Casino - Player was accused of cheating.

Dear Setyan55,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Campeonbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

Thank you very much in advance for your reply.

Best regards,

Tomas

I registered on 06/18/23. on 5/2/24 I made an election to get 100 free spins and a $10 sports bet. On 3/5/24 I received a confirmation email, my bonus was approved and entered into my account. I used the 100 free spins very well to get a big win. but according to the rules only $25 maximum will be earned on my real balance for 100 free spins. on my $10 sports bet I lost, leaving me with only $25 in my real balance. With capital of $25, I continued playing with small bets, until I won several times and my balance increased to $113. and on 5/3/24 I also sent all my documents for verification purposes along with a deposit of $13.9, and my total balance became $126. I waited for the verification process which took time, I tried to roll over my balance and lost, bringing my balance to $100.10. on 8/5/24 I got a confirmation email that my account had been fully verified. On 8/5/24 I also tried to make my first $100 withdrawal, and according to the regulations it would be processed within 72 hours which means 3 working days. On 5/9/24 I reopened my account and looked at the progress of my withdrawal. and tried to play with a balance that only had $0.10 left on my account. I had a series of wins, bringing my balance from $0.10 to $145. on 5/9/24, I tried to make another withdrawal of $100. However, this cannot be done because my withdrawal limit has been met. Because my withdrawal of $100 on 8/5/24 is still pending. and on 5/9/24 I canceled the withdrawal I made on 5/8/24, then made a re-withdrawal on 5/9/24 for $200. on 5/14/34, I got a confirmation email about my withdrawal being rejected. My balance of $186 was confiscated and returned my balance of 13.9 to my account. the reason they said I committed a violation with a duplicate account or a group of people trying to commit fraud. and all of that is nonsense, because I am the official account owner and can be proven by a video call or photo holding an ID card along with a unique signature. However, they said the company's decision was final and could not be changed.

I think their accusations are unreasonable. 1. I sent a screenshot of my selection to their customer support, and it will be checked by the relevant team that handles bonuses, before I can actually get the bonus. Shouldn't this check have gone through many series so it's impossible to get a bonus from the same person/having a duplicate account or even the same IP and computer? 2nd. According to the regulations you should have to wait 72 hours to get the bonus. but I was lucky it only took 24 hours for the bonus to be given to me. 3rd, my account must have every document checked for my account to be fully verified. and it is supposed to pass a series of checks, which makes it impossible for my account to be verified if my requirements are incomplete and have duplicate accounts. The fourth is checking the game, whether I committed a violation in my game. For the game I did not commit any violations. However, they said there was a duplicate account violation, which should have been checked at the first 3 stages. even if I am proven to have committed a violation. It's really systematic not to want to make payments.

Dear Setyan55,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Campeonbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Campeonbet Casino. I wish I could be of more help.

I recommend contacting the Curaçao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. You can learn more on how to submit a complaint to the regulator here: https://casinoguru-en.com/submitting-complaints-to-regulators

The casino can reopen this complaint anytime.