Betalright Casino - Player’s account has been closed and balance confiscated.

I asked the company to unblock my account so I could send the documents.After a month, I received this response.

We would like to inform you that your account did not pass the verification procedure on our website and has now been closed without the right to reopen as per T&C 5.3

Your balance has been cancelled as per T & C 9.4.

If you have any additional questions, please do not hesitate to contact us via email or via Live chat.

Best Wishes,

Financial Department

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was 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?
• Could you please share with me your communication with the casino regarding the issue you refer to in your original post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for the detailed explanation.

• Could you please share with me your communication with the casino regarding the issue you refer to in your original post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Alternatively, send any other relevant evidence of the incident.

Thanks in advance for your cooperation.

Dear pampa123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello pampa123,

It's Michal again. I have taken over this complaint and have reviewed your case. I will now contact the casino to shed further light on this matter and to see if there is any way I can assist.

I would like to invite Betalright Casino to join the conversation.

Dear Betalright Casino,

Could you kindly clarify the reason why the player did not pass the verification procedure?

We would also appreciate it if you could provide any relevant supporting evidence regarding the player's failure to pass the verification procedure and the closure of their account. Should you prefer to share such information privately, please feel free to send it directly to me via email at michal.k@casino.guru for an independent review.

Dear all,

thank you for reaching out to us.

We are currently checking the case with our relevant department. Once there is update you will be informed accordingly.

Thank you for the understanding!

Best Regards,

Team Betalright

Dear Betalright Team,

Thank you for your response. We would greatly appreciate it if you could provide the requested clarification, along with any relevant supporting evidence, at your earliest convenience.

We look forward to your cooperation in clarifying this matter.

Dear all,

thank you for the patience.

Please note that documents were initially requested on 19.05.2026 via the verification tab on teh website and via e-mail. Nothing was provided. A reminder was sent on 08.07.2026 via e-mail. Again nothing was provided. As a result, account has been closed as per our Terms and Conditions which were agreed by the customer when he created the account:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Balance was deducted based on Terms and Conditions:

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We hope this clarifies the matter.

Best Regards,

Team Betalright

Dear Betalright Team,

Thank you for the clarification provided.

Could you please forward the relevant evidence showing the requests made to the player to provide the requested documents? You may send the evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear pampa123,

Could you please clarify why you have not yet provided the requested documents to the casino?

If you believe that you have provided the documents within the expected timeframe, please provide any relevant evidence confirming when and how they were submitted to the casino.

Thank you.

The casino promised me I could upload the documents via the website, but my account remained blocked the whole time; I am attaching a screenshot of the email.

On July 8th, I was asked to upload documents via their website. How was I supposed to do that when my account was blocked?

I didn't receive a reply to my email asking for the option to attach documents.

Dear pampa123,

Thank you for your response; however, the screenshots you provided do not entirely clarify the situation.

Please forward me the full email thread/exchange (not screenshots) you had or have with the Betalright Casino team in its original form for a review at michal.k@casino.guru

I will sent a documents

Dear pampa123,

Thank you for your email. However, I would like to clarify that I specifically requested the full email correspondence you have had with the Betalright Casino team in its original form, rather than screenshots.

For the purposes of an independent review, I require the actual email messages and the complete correspondence thread, including the original message details, rather than "just" screenshots.

Kindly provide the relevant correspondence in its original format so that it can be properly reviewed and assessed.

Thank you for your cooperation.

I forwarded the entire correspondence via email.

Dear pampa123,

Thank you for your email. However, the correspondence you provided contains only a single message and does not demonstrate the multiple exchanges with Betalright Casino that are shown in the screenshots you previously provided.

Therefore, as requested in my previous email, please provide the complete email correspondence between you and Betalright Casino, including both incoming and outgoing messages, in their original and unedited form. Please do not remove, modify, or otherwise alter any part of the correspondence.

I look forward to your prompt response.

I can't send 15 emails at once because your email system is rejecting them

Dear pampa123,

Please note that, as is quite clearly visible from the screenshot, the error you encountered originated from your email provider, not from our system.

If you are unable to forward the entire email thread at once, which is quite unusual, although there could indeed be some limitation on your email provider's side, please forward the emails individually instead. Please ensure that each email is provided in its original and unedited form, without removing, modifying, or otherwise altering any part of the correspondence.

I will sent a documents now email zl*******3@o2.pl

Dear pampa123,

I have still not received the requested emails. Please forward them to me at your earliest convenience so that we can proceed with your case.

I get a message delivery failure when I try to send.

Dear pampa123,

Your previous emails were delivered to us successfully. It is therefore quite strange why these particular important emails cannot be forwarded to me.

My email address, michal.k@casino.guru, has no restrictions, and I receiving messages from players, casinos, regulatory authorities or other entities from all around the world on a daily basis. Please check with your email provider to determine why your messages could not be delivered.

Dear pampa123,

I have now successfully received messages from your zl*******123@tlen.pl and m****k123@gmail.com email addresses, although the email from zl*******123@tlen.pl came empty.

This, however, further confirms that the error you previously encountered originated from your email provider.

Dear Betalright Casino,

The emails I have received from the player support their claim that they have informed your team of their inability to access their casino account. As a result, the player had no means of submitting the required documents through their account. Furthermore, despite the player's request, no alternative option for submitting the documents via email was provided.

Kindly forward the evidence I've already requested from you to support your claim that the player has not answered your requests.

Dear All,

We are writing to let you know that we are currently investigating the matter alongside with the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Betalright Casino Team

Dear Betalright Casino,

I look forward to receiving the information and supporting evidence you can provide, which should enable me to conduct an independent assessment of the matter.

You have no shame in failing to pay out such a small amount.

Dear all,

thank you for the patience.

As previously mentioned - the documents were initially requested on 19.05.2026 via the verification tab on the website and via e-mail. Nothing was provided. A reminder was sent on 08.07.2026 via e-mail. Again nothing was provided. The customer can only send these documents from the email used for registration of the account. We cannot bypass our own Terms and Conditions.

The decision from our relevant department regarding the account closure and balance void is final.

We hope this clarifies the matter.

Best Regards,

Team Betalright

Please explain why you blocked my account when you were sending emails asking me to upload documents via your website; I reported this to you repeatedly, yet no one even replied regarding the matter.

Dear Betalright Casino Team,

I fully understand that players are required to provide the necessary documentation for KYC and/or AML verification within an established timeframe.

However, as previously mentioned, I have received emails supporting the player’s claim that they informed your team that they could not access their casino account. Consequently, the player had no means of submitting the requested documents through the account. Despite asking for assistance, they were apparently not offered an alternative submission method, such as providing the documents securely by email.

Furthermore, I have not yet received the evidence previously requested to substantiate your position that the player failed to respond to your verification requests.

Based on the information currently available, I must agree with the player that they were not given a reasonable opportunity to provide the required documents. Therefore, the assertion that the player failed to comply with the verification requirements has not been sufficiently supported.

I kindly ask that you provide the player with a reasonable opportunity and an appropriate secure channel through which to complete the KYC verification.

Dear player ,

We kindly inform you that on 19/05/2026, we informed you in our e-mail that in case there is an issue to provide documents through forum, you may provide them via e-mail to our support team.

Thank you for your understanding.

Best regards,

Betalright Team

Stop lying; I have emails confirming that I need to upload this via the website.

Dear Betalright Casino,

the player has provided me with this email exchange with your team:

Dawid (Betalright)

26 cze 2026, 11:41 EEST

Szanowny Panie Łukaszu,

Dziękujemy za odpowiedź oraz wysłanie zrzutu ekranu.

Uprzejmie informujemy, że przekazane szczegóły zostały przesłane do odpowiedniego działu, który bliżej przyjrzy się tej sprawie.

Gdy tylko pojawi się aktualizacja w zgłoszeniu, niezwłocznie prześlemy odpowiednią wiadomość e-mail. Do tego czasu bardzo prosimy o cierpliwość.

Dziękujemy za współpracę oraz przepraszamy za wszelkie niedogodności.

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Lukasz

26 cze 2026, 10:25 EEST

Prosze

Dnia 26 czerwca 2026 09:21Support Betalright < support@betalright.com > napisał(a):

O seu pedido (51361724) foi actualizado. Para adicionar comentários, responda a este e-mail.

Dawid (Betalright)

26 cze 2026, 10:21 EEST

Szanowny Panie Łukaszu,

Dziękujemy za odpowiedź.

Niezmiernie przepraszamy Pana za zaistniałą sytuację. Czy moglibyśmy Pana prosić o ponowne wysłanie zrzutu ekranu komunikatu, który się Panu ukazuje przy próbie zalogowania? Przekażemy sprawę do odpowiedniego działu.

Dziękujemy za współpracę.

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Lukasz

26 cze 2026, 09:14 EEST

zrobione nadal nie moge sie zalogowac ten sam blad

Dnia 23 czerwca 2026 17:11Support Betalright < support@betalright.com > napisał(a):

O seu pedido (51361724) foi actualizado. Para adicionar comentários, responda a este e-mail.

Maja (Betalright)

23 cze 2026, 18:10 EEST

Szanowny Panie Lukaszu,

Dziękujemy za kontakt z Działem Obsługi Klienta Betalright.

Uprzejmie prosimy o wykonanie poniższych kroków oraz o zalogowanie się do konta z trybu incognito w przeglądarce internetowej.

Jeśli nadal będzie pojawiał się ten sam komunikat, bardzo prosimy spróbować zalogować się korzystając z innego urządzenia.

Jeśli wykonane kroki nie przyniosą rezultatu, prosimy o zrzut ekranu z trybi incognito wraz z tym komunikatem, a my znajdziemy inne rozwiązania aby przyśpieszyć ten proces.

Wskazówka jak wyczyścić historię przeglądarki: aby to zrobić, prosimy otworzyć przeglądarkę Google Chrome i wykonać następujące kroki:

1. Otwórz aplikację Chrome;

2. W prawym górnym rogu kliknij Więcej (trzy pionowe kropki).

3. Kliknij Historia > Wyczyść dane przeglądania;

4. U góry wybierz zakres czasowy. Aby usunąć wszystko, wybierz "Od początku";

5. Zaznacz pola „Pliki cookie i dane stron" oraz „Obrazy i pliki zapisane w pamięci podręcznej".

6. Kliknij opcję "Wyczyść dane".

7. Uruchom urządzenie ponownie i wejdź jeszcze raz na stronę.

- Proszę również upewnić się czy wyskakujące okienka w chrome są aktywne dla naszej strony. Podpowiedź jak to sprawdzić w poniższym linku: https://support.google.com/chrome/answer/95472?hl=pl&co=GENIE.Platform%3DDesktop

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Lukasz

23 cze 2026, 17:52 EEST

Komunikat mam taki sam jak ostatnio ole razy mam to wyslac i odpisujcie szybciej a nie po tygodniuuuuuuuuuuuuuuuuu

Dnia 23 czerwca 2026 02:17Support Betalright < support@betalright.com > napisał(a):

O seu pedido (51361724) foi actualizado. Para adicionar comentários, responda a este e-mail.

Saandra (Betalright)

23 cze 2026, 03:17 EEST

Szanowny Panie Łukaszu,

Dziękujemy za kontakt z Działem Obsługi Klienta Betalright.

Przede wszystkim bardzo przepraszamy za opóźnienie w udzieleniu odpowiedzi na Pana zgłoszenie - jest nam niezmiernie przykro z powodu zaistniałej sytuacji.

Aby rozwiązać utrudnienia związane z dodaniem dokumentów na Pana koncie, zalecamy wykonać następujące czynności:

- Użyj najnowszej wersji przeglądarki Google Chrome

- Wyczyść pamięć podręczną przeglądarki i usuń pliki cookie (link z instrukcją: https://support.google.com/accounts/answer/32050?hl=pl&co=GENIE.Platform%3DDesktop )

- Upewnij się, że wyskakujące okienka są włączone (link z instrukcjami: https://support.google.com/chrome/answer/95472?hl=pl&co=GENIE.Platform%3DDesktop )

- Spróbuj otworzyć witrynę w trybie incognito

- Spróbuj użyć innego urządzenia i/lub przeglądarki

Jeśli po wykonaniu wszystkich powyższych kroków sytuacja nadal nie zostanie rozwiązana, prosimy skontaktować się z nami ponownie, przesyłając zrzut ekranu pokazujący, co się dzieje i/lub otrzymany komunikat o błędzie, a my z przyjemnością przyjrzymy się temu dokładniej.

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Lukasz

22 cze 2026, 19:38 EEST

Doczekam sie odpowiedzi czy predzej umre????

Dnia 10 czerwca 2026 13:47Support Betalright < support@betalright.com > napisał(a):

O seu pedido (51361724) foi actualizado. Para adicionar comentários, responda a este e-mail.

Laila (Betalright)

10 cze 2026, 14:46 EEST

Szanowny Panie Łukaszu,

Dziękujemy za kontakt z Działem Obsługi Klienta Betalright.

Dziękuję za przesłany zrzut ekranu i przepraszamy za niedogodności. Uprzejmie informujemy, że przekazane szczegóły zostały przesłane do odpowiedniego działu, który bliżej przyjrzy się tej sprawie. Gdy tylko pojawi się aktualizacja w zgłoszeniu, niezwłocznie prześlemy odpowiednią wiadomość e-mail.

Do tego czasu bardzo prosimy o cierpliwość.

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Lukasz

9 cze 2026, 18:36 EEST

Wogole nie mozna sie zalogowac nie wysle dokumentow emailem prosze o odblokowanie konta wysylam screen

Dnia 09 czerwca 2026 03:22Support Betalright < support@betalright.com > napisał(a):

O seu pedido (51361724) foi actualizado. Para adicionar comentários, responda a este e-mail.

Iga (Betalright)

9 cze 2026, 04:22 EEST

Szanowny Panie Łukaszu, ,

Dziękujemy za kontakt z Działem Obsługi Klienta Betalright.

Bardzo przepraszamy za nieporozumienie. Naszym celem absolutnie nie było wprowadzenie Pana w błąd. Chcemy jak najszybciej pomóc, dlatego zależy nam na ustaleniu, gdzie dokładnie pojawia się problem.

Uprzejmie prosimy o informację, w którym miejscu występują trudności abyśmy mogli sprawdzić wszystkie szczegóły. Z góry dziękujemy

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Lukasz

8 cze 2026, 19:45 EEST

NIE MOGE jakbym mogl bym was nie pytal czemu klamiecie

Dnia 05 czerwca 2026 11:50Support Betalright < support@betalright.com > napisał(a):

Milla (Betalright)

5 cze 2026, 12:50 EEST

Dzień dobry Panie Łukaszu,

Dziękujemy za kontakt.

Chcielibyśmy poinformować, że może Pan samodzielnie przesłać wymagane dokumenty do weryfikacji bezpośrednio poprzez zakładkę „Konto" → „Weryfikacja" po zalogowaniu się na swoje konto.

Po przesłaniu dokumentów odpowiedni dział dokona ich weryfikacji tak szybko, jak to będzie możliwe.

W razie jakichkolwiek pytań, prosimy o kontakt przez e-mail support@Betalright.com lub Live Chat.

Serdecznie pozdrawiamy,

Zespół Betalright.com

Ten e-mail został wysłany z konta Betalright. Dostarczone przez Zendesk

[WX19YK-N4N03]

Załączniki

Zrzut ekranu 2026-06-09 173510.jpg

While the player may not have responded immediately to your email of 19 May 2026, he did reach out to your support team on at least 5 June 2026. As is apparent from the exchange, from that point onward the player was not adequately offered an alternative means of providing his documents for KYC verification — instead, he repeatedly reported issues with his account.

I have not yet received the evidence previously requested to substantiate your position that the player failed to respond to your verification requests.

Based on the information currently available, I must agree with the player that he was not given a reasonable opportunity to provide the required documents. The assertion that the player failed to comply with the verification requirements has therefore not been sufficiently supported.

I kindly ask that you provide the player with a reasonable opportunity and an appropriate secure channel through which to complete the KYC verification.

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.

If you don't provide an answer, you confirm that you are scammers.

Dear pampa123,

Unfortunately, I have not received any further response from the casino. As the casino team has not provided the cooperation needed to move this matter forward, I must close your complaint as Unresolved.

Based on the information and evidence available, the casino has not sufficiently substantiated its actions or explained why you have not been given a reasonable opportunity to complete the KYC verification process. Under these circumstances, we cannot consider its handling of your case fair or justified.

I understand that this outcome does not resolve your situation. However, this unresolved complaint will negatively affect the casino’s Safety Index rating, which may encourage the casino to reconsider its approach. Should the casino resume reasonable cooperation, we can reopen your complaint, and you will be notified by email.

Normally, I would recommend escalating your complaint to the casino’s designated alternative dispute resolution (ADR) service or licensing authority. However, based on the information available to us, Betalright Casino does not hold a valid, recognised gaming licence or identify an ADR service. We therefore cannot direct you to a relevant gambling regulator or ADR provider for further assistance.

You may wish to seek independent legal advice in your jurisdiction to explore whether any further remedies are available. Assessing or pursuing legal action, however, falls outside the scope of our complaint resolution service.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru