BetCollect Casino - Player’s withdrawal is delayed and funds are withheld.

Hello

I made a withdrawal of 500e on 15.9. There was a bonus on the deposit and when the wagering requirement was met, the balance was n

700e but all funds exceeding 500e were removed from it. The 500e withdrawal was in "pending" status. On 18.9 I deposited 40e, no bonus here. I collected a balance of 200e. I canceled the withdrawal of 500e and made a new withdrawal of 700e. Kadino rejected the withdrawal and withheld the funds. There is no basis for this and I demand the return of my funds, 15.9 500e and 18.9 200e. 15.9 500e was withdrawable, 18.9 the balance of 200e collected with the 40e deposit is withdrawable.

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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.

Have you contacted customer support to ask about the reason why your withdrawal request was rejected?

Did you finish wagering the new deposit before you requested a withdrawal?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Have you made any successful withdrawals from this casino before?

Could you kindly specify if you passed the full KYC verification?

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

Hi, the casino chat answer is: violation of terms of use / bonus manipulation, changing the bet 75% higher or lower. As far as I remember, bets during the session were 36c-2.40€....Never more than 5e. This was with a deposit made on 15.9 with a "welcome bonus100%" and I got the wagering through and made a 500e withdrawal. On 18.9 I made a 40e deposit, this did not include a bonus. I collected a balance of 200e and decided to withdraw but the site does not allow 2 withdrawals in a row and instructed me to cancel the withdrawal made on 15.9. This is what I did and made a new withdrawal with a balance of 200e + the canceled 500e. Immediately the casino rejected the withdrawal and withheld the funds, returning the deposits I made on 15.9 and 18.9. I immediately made a withdrawal from the refunds which is still "pending". KYC approved on 15.9. The casino has now asked to send 6 months of bank statements with transactions to pay my deposit back...I haven't sent them because I don't understand why, and it's not about winnings. Winning shares withheld. I see that the deposits on 15.9 and 18.9 are 2 different events. 18.9 deposit 40e and winning share 160e, has not violated the terms of use because it does not include a bonus. The casino has combined the 15.9 and 18.9 sessions. The withholding of the 15. 9 winnings is questionable to say the least. I have screenshots of the deposits and withdrawal requests/history if necessary.

....all games played are slots. The casino's claim of "bonus manipulation" is absurd. The max bet with a bonus in the casino's terms and conditions is 12e. For example, if you play with a 36 cent bet and change it to 72 cents....there is "bonus manipulation" and a violation of the terms and conditions.

Please forward me the email you received from the casino regarding the alleged bonus manipulation to veronika.f@casino.guru. Kindly also include any other screenshots, chat transcripts, or relevant evidence that could help with the investigation of your case. Thank you very much for your patience and cooperation.

The casino did not send an email, nor did it answer my question about "bonus manipulation". The chat also did not send a conversation, even though I asked several times. I am sending screenshots from the chat

Thank you very much, Koppari, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Koppari for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetCollect Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

It would be nice to have betcollect casino's equivalent of "bonus manipulation"....and withholding winnings. Also, deposit without bonus...and withholding winnings.

Betcollect sent me an email claiming "bonus manipulation" has occurred. Casino still not commenting on the question regarding the 18.9 deposit which was not associated with a promotion/bonus. 15.9 winnings played with a stake of 36c-1.20....some random spins can be over 1.20....but never over 5e....

I don't think betcollect will answer...it's difficult to answer the question why they withheld the winnings on the grounds of "BONUS MANIPULATION"....there was no bonus in the deposit. The winnings from the second deposit were also withheld..."BONUS MANIPULATION".....the bet was increased by 36 cents...to 72 cents..allowed bonus change of 75%. "Fair terms of use...6.6"

Dear Koppari,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact The Tobique Gaming Commission and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of BetCollect Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Koppari,

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.

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,
Peter
Casino.Guru