Betclic Casino PT - Player’s account has been closed unexpectedly.

I've been playing at this online casino for some time and have never had any problems withdrawing money. On 19/08/2025 I made a withdrawal of 170 € and they asked me for my account statement to confirm a deposit of 10 €. They blocked my access to my account and didn't transfer the withdrawal I had requested.

As I still didn't have access to the statement from the bank, which only issues the statement on the 19th of each month, I was given 30 days from 19/08/2025 to send it. I finished sending it on the 30th (when it was available from the bank)

in the morning at around 9 a.m., believing that the deadline was only 11:59 p.m. that day. However, as soon as I sent it, they closed my account and didn't reply to the email where I attached the statement.

I'm dismayed by the casino's attitude, as I met the deadline and they still blocked my account and didn't transfer my balance.

Copy of the email sent to Betclic in response to the request:

Date: Today, 08:50:58 WEST

From : [email address hidden by Casino Guru]

To: [email protected]

[email protected] Subject: Documents

Good morning, please find attached my account statement, with the deposit of 16/08/2025 of 10€ as requested.

I am waiting for the unblocking of my account and the pending withdrawal.

Thank you.

[name hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if all the other identity documents you sent to the casino were approved during KYC?
• Am I correct in understanding that you sent the requested document on 30 August, immediately after you received it from your bank?
• When was the last time the casino communicated with you regarding the verification of your account?
• Could you kindly forward me the bank statement confirming the 10€ deposit you made into this casino at [email protected]?

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Eduardovytor,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika