The player from Brazil found his Betfair account blocked without a clear reason or prior warning, which caused inconvenience. He sought a formal explanation for the account closure and requested guidance on how to resolve the issue. The Complaints Team attempted to gather more information to fully understand the situation but received no response from the player. Due to the lack of communication, the investigation could not proceed, and the complaint was closed for the time being. The player was informed that he could reopen the complaint if he wished to continue the process.
Betfair Casino BR - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: ??
Betfair Casino BR
Safety Index 9.1 Very highCase summary
Discussion
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2 months ago
Translation
My Betfair account has been blocked without any clear reason or prior warning. I tried to log in normally and I simply can't get in anymore. This has caused me great inconvenience, as I have received no objective justification or guidance on how to resolve the situation.
I ask for a formal explanation of why my account has been blocked and for access to be regularized as soon as possible. I also ask that you clearly state the criteria used for this decision.
I await an urgent response and an immediate solution.
Automatic translation:
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2 months 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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2 months 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 advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
- Could you please advise if you had any remaining real money balance in your casino account?
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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2 months ago
Dear ROGERSANTOS,
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 months 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
