The player from Germany had requested account closure but still had pending withdrawals for his winnings. After making several deposits and requesting payouts, he found his account closed and all winnings declared invalid, despite having asked customer support to wait until payouts were completed. The player did not respond to the Complaints Team's requests for further information and communication with the casino. Consequently, the complaint was closed due to lack of cooperation, but the player was allowed to reopen it if he decided to resume communication.
Betalright Casino - Player's account is closed, winnings confiscated.
Closed
Our verdict
Player stopped responding
Amount: €700
Betalright Casino
Safety Index 6.6 Above averageCase summary
Discussion
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1 month ago
Translation
Hello, I requested that my account be closed. In the meantime, I had made several deposits and actually won some money. I requested these amounts for withdrawal, but shortly afterwards I received a message that my account had now been closed and all my winnings were invalid.
However, after requesting the payout, I repeatedly and unsuccessfully asked the 24/7 customer support if my account could please only be closed once the payouts were completed.
Please help me.
Automatic translation:
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1 month ago
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.
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1 month ago
Hello,
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 specify the reason for closing your account?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can 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,
Attila
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3 weeks ago
Dear Dieterpeter,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
