The player from Brazil had multiple canceled withdrawal attempts and had her account blocked after seeking information through chat. She sent emails requesting her withdrawal amounts but did not receive a response. The issue was resolved when the casino acknowledged that the account had been mistakenly closed during a wave of fraud. After a review, the account was reopened, and the withheld funds were returned to her balance. Subsequently, the player faced challenges with withdrawal due to an invalid bank account claim, but after providing alternative payment methods, the casino confirmed that the withdrawal to a Bitcoin address had been successfully completed. The player expressed gratitude for the resolution and the support from the Complaints Team.
BetHall Casino - Player’s withdrawal has been delayed and account blocked.
Case closed
Amount: 9,582 R$
BetHall Casino
Safety Index:Above averageCase summary
Translation
Hello, I need help because I had my withdrawal attempts canceled, and after requesting information via chat, they blocked my access to the account. I have sent emails requesting information and claiming my withdrawal amounts, however, I have had no success.
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear RosanaLuu,
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?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
TranslationCasino and Electronic Games.
I was never asked to verify the account, on the contrary, it was stated in the verification area that there was no need.
I didn't use any bonuses on the account.
Dear RosanaLuu,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
TranslationHello, Katarina.
Thank you for your help. I've just sent you the screenshots I have of the account, as they blocked access without explanation/motive before I claimed the problem further.
Thank you very much, RosanaLuu, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear RosanaLuu,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from BetHall Casino to join this conversation and assist in addressing the complaint.
Dear BetHall Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
Dear Rosana,
Thank you for your patience.
After a comprehensive review of your account activity, we regret to inform you that your account has been permanently closed in accordance with our Terms and Conditions, specifically clauses 7.19, 9.1, and 9.4.
Clause 7.19 refers to promotion abuse, including the use of minimum-risk betting strategies, manipulating game weighting to clear wagering requirements, and exploiting software bugs or bonus mechanics in ways deemed abusive.
Clause 9.1 outlines prohibited activities such as using the website for non-personal purposes, engaging in fraudulent behavior, collusion, unfair betting patterns, and any form of cheating or criminal activity.
Clause 9.4 grants the company the right to take action, including account closure, if there is reasonable suspicion of fraud, illegal conduct, or any breach of the Terms. In such cases, we reserve the right, at our sole discretion and without prior notice, to:
Immediately block your account and suspend access to the website and its services, including all pending withdrawals and payments during the investigation period.
Permanently close your account and deny future access to our platform and partner websites.
Void any winnings obtained, cancel pending withdrawals, and confiscate the real money balance of your account.
Void any bonus balance and restrict or deny future participation in promotional offers.
Contact relevant authorities regarding any suspected illegal activity and/or recover any outstanding payments owed to the company.
In accordance with Clause 9.4, no funds or balances will be returned, as this action is part of the enforcement measures outlined in our Terms and Conditions.
We hope this helps clarify the matter for you.
Our team wishes you all the best for your future activities!
Kind regards,
Bethall.com
Dear RosanaLuu,
Thank you for contacting us.
Your winnings have been annulled and your account has been closed under T&C 9.4, which states:
Should we have a reasonable suspicion of fraud, illegal or improper activity, or a breach of the Terms,
we reserve the right, at our sole discretion and without notice, to:
void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.
Clause 9.1:- The Website may only be used for personal entertainment purposes only.
The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
- using the Website for commercial purposes or in someone else’s name or interest;
- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
- <...>
- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
Dear Stefan,
We will provide you with the details regarding the decisions made by the casino via email.Thank you for your patience and understanding.
Kind Regards,
BetHall Casino Team
Dear BetHall Casino,
Thank you for your response and for the information you have provided. I have replied to your recent email and will await your response once you have had the opportunity to review my message.
I appreciate your cooperation and look forward to your reply.
Dear Stefan,
We did not receive any reply, could you please provide your reply under the email that i sent you before?
Thank you for your cooperation.
Kind regards,
Bethall Casino Team
Dear BetHall Casino,
I have responded to your email once again and hope that my message reaches you successfully this time.
I look forward to your response.
TranslationDear Sirs
I hereby request a review of the decision to close my account and confiscate the amounts in it, as informed on the basis of clauses 7.19, 9.1 and 9.4 of the Terms and Conditions.
I would like to clarify that I have never used bonuses, promotions or any kind of benefit involving wagering requirements, so clause 7.19 does not apply to me. All my activities on the platform have been carried out with real money, from my own legitimate deposits.
Likewise, I have not carried out any action that could be considered fraud, collusion, system manipulation or violation of rules. To date, no evidence, detail or concrete explanation has been provided to justify permanently blocking the account or confiscating the amounts deposited.
I understand that the company may choose to keep the account closed if it deems it necessary. However, I request the full release of the amounts withheld, since they correspond to legitimate funds and have no connection to any irregularities.
I remain at your disposal for any further clarification and look forward to a cordial and fair response.
Dear All,
We apologize for the delayed answer,
After a careful review of the case by the department that originally closed the account and voided the funds,
We have decided to reopen the account and add the funds back to the player's balance.
The player account was mistakenly closed during a wave of fraud.
We would like to apologise sincerely for any inconvenience caused.
Thank you for your patience and understanding.
Best Regards,
Bethall Casino Team
Dear BetHall Casino,
Thank you for your response and for the information you have provided.
Dear RosanaLuu,
Could you please confirm whether your casino account has been successfully reopened and that the funds have been credited to your account? Kindly let us know if this matter can now be considered resolved, or if you wish to proceed with withdrawing your funds from the casino.
I look forward to your response.
Dear RosanaLuu,
Thank you for contacting us and for providing the opportunity to review your case.
After a detailed review of your account and the transactions in question, we confirm that the matter has been resolved. The withheld amount has been returned to your account balance in full.
Please note that your account remains under standard operational status, and you may now access the funds or request a withdrawal at your convenience.
We appreciate your patience and cooperation throughout the review process. Should you have any further questions or require assistance, please do not hesitate to contact our Support Team.
Kind regards,
BetHall Support Team
TranslationI would like to inform you that, despite the statement that the account has been unblocked and is operational so that withdrawals can be made, I am unable to log in, according to the attached printout, which shows the message that the 'account is under review'.
In view of this, please unblock the account so that withdrawals can be made.
I would like to thank the company and Casino Guru in advance for their attention and hope that everything is resolved soon.
Dear BetHall Casino,
Could you please assist the player in regaining access to their account? According to the information provided, the account still appears to be marked as "under review," despite confirmation that it had been unblocked and made operational for withdrawals.
We appreciate your continued cooperation and assistance in resolving this matter promptly.
I look forward to your response.
Dear RosanaLuu,
Thank you for your cooperation once again. Could you please try logging in to your account again?
Everything looks correct on our end, so you should be able to log in.
Best regards,
Bethall Casino Team
TranslationI would like to update you on the situation regarding my BetHall account.
After my initial complaint, access to the account was released, but the company imposed a rollover rule (requiring me to wager at least the total amount deposited) before allowing withdrawal.
I immediately contacted support via live chat, sent all the screenshots proving that I had already wagered much more than the amount deposited, and support itself acknowledged receipt of this evidence.
Subsequently, I received an email requesting my bank details to process the withdrawal, which have already been sent.
At the moment, I'm just waiting for confirmation that the payment due has been released.
I would like to thank Casino Guru for their intermediation and hope that the case will be resolved soon.
TranslationI received a new email from BetHall informing me that the withdrawal could not be processed, on the grounds that the bank account provided was "invalid".
I would like to clarify that the bank account sent is valid and active, belonging to Banco 323 - Mercado Pago, and is able to receive amounts normally via Pix and bank transfers. In fact, it was the same account used to make the deposits on the platform.
Even so, in order to avoid any further setbacks, I request the possibility of sending a new bank account in my name as an alternative for the withdrawal, should BetHall again claim any technical incompatibility with the current account.
I reiterate that all the data has been sent correctly and I will remain available to collaborate in whatever way is necessary to complete the payment.
TranslationI'd like to update you on my case.
I recently received an e-mail from BetHall informing me that the withdrawal could not be processed due to an "invalid bank account". However, I would like to reinforce that the account mentioned, belonging to Bank 323 - Mercado Pago, is active and fully functional, being used normally to receive amounts via Pix and transfers, as well as being the same one used to make deposits on the platform.
As a way of bringing forward a possible solution, I decided on my own initiative to send a new bank account in my name as an alternative for payment, in order to avoid any further technical setbacks.
The email with this information was also forwarded in copy to Mr. Stefan, from Casino Guru, for verification purposes.
At the moment, I'm just waiting for BetHall to get back to me and make the withdrawal.
Dear RosanaLuu,
Thank you for your response and continued cooperation. Did you manage to receive any feedback from the casino?
I look forward to your response.
TranslationSo far I haven't heard anything back from Bethall. I'm still waiting.
Dear BetHall Casino,
We kindly request an update regarding when the player will receive payment using the newly provided bank account information.
Thank you for your attention to this matter. I look forward to your prompt response.
Dear RosanaLuu,
Thank you for your patience.
We would like to inform you that your recent withdrawal attempt to your bank account was declined due to invalid account.
As an alternative, we can offer a Crypto or Mifinity withdrawal methods (please note: for Mifinity withdrawals, we will need screenshots of your wallet clearly showing ownership before we can proceed).
Once we receive the required information, we will be happy to process your withdrawal promptly.
We will send you a private email for you to be able to share with us a Proof of ownership of the wallet.
Thank you for your collaboration and understanding.
Kind Regards,
Bethall Casino Team
TranslationI would like to inform you that I have already emailed all the information requested for the cryptocurrency withdrawal, including:
DOGE deposit address,
Network used (DOGECOIN),
And the screenshots proving ownership of the wallet, as requested.
The email was also sent with a copy to Stefan, from Casino Guru, for the purposes of transparency and monitoring the process.
At the moment, I'm just waiting for confirmation from BetHall and for the withdrawal to be processed.
Dear BetHall Casino,
Could you please inform us once the payment has been processed, so that we may obtain confirmation from the player regarding its receipt?
I look forward to your response.
Dear RosanaLuu
Thank you for the information provided.
Your crypto wallet details have been forwarded to the relevant department.
We will keep you updated on the status of the transaction.
Thank you for your patience and understanding.
Kind Regards,
Bethall Casino Team
Dear BetHall Casino,
Thank you for your response. We kindly ask that you keep us informed regarding any progress or updates related to this matter.
I look forward to your response.
Dear All,
Thank you for your patience.
The crypto address provided is invalid unfortunately.
Due to our strict, mandatory internal security protocols, we can only process payouts to crypto addresses that can be successfully verified on our system using our dedicated tool (Blockchair).
We cannot approve transfers to any address that fails this specific check.
To receive your refund immediately, please send one new, valid, and Blockchair-verifiable address on one of these supported networks:
BTC (Bitcoin Network)
LTC (Litecoin Network)
DOGE (Dogecoin Network)
ETH / USDC (ERC-20 Ethereum Network)
We look forward to receiving a compatible address to finalize your refund.
Kind Regards,
Bethall Casino Team
TranslationI'd like to give you an important update on my case.
BetHall informed me by email that the DOGE address I sent was "invalid" or "unverifiable" by Blockchair. However, I would like to clarify that the address I sent is a legitimate Dogecoin network address, generated directly by Binance, and this network is fully supported by Blockchair. In fact, any transaction on the DOGE network can usually be traced through this public tool.
Therefore, the claim that my address cannot be technically verified does not hold water, as the Dogecoin network is compatible with Blockchair and works without restrictions. The address provided is valid, usable and verifiable on the blockchain, just like any other standard DOGE address.
I am still waiting for BetHall to process my withdrawal based on the information I have already provided, considering that the address is fully functional and meets the criteria mentioned by the platform itself.
Thank you Casino Guru for your support and I will continue to update you on the progress.
Sincerely,
Dear All,
Thank you for your detailed update and for reviewing the information provided.
We would like to inform all parties that we have initiated a manual payout to the newly submitted Bitcoin address. The transaction is currently being processed and is expected to be completed by tomorrow.
We will continue to closely monitor the situation to ensure the transfer is successfully finalized.
Thank you for your cooperation and patience throughout this process.
Kind regards,
BetHall Casino Team
Dear BetHall Casino Team,
Thank you for the update.
Could you please confirm whether the payout has already been processed successfully?
I look forward to your response.
Dear Stefan,
Yes, we can confirm that the withdrawal of the full active balance was successfully completed on December 9th.
Kind Regards,
Bethall Casino Team
TranslationDear all,
I would like to thank you for the positive resolution of my case.
After the entire process of aligning the information, the assets were duly received, which demonstrates BetHall's commitment to honoring its payments and resolving situations correctly.
I would like to emphasize that, even with all the particularities involving payment methods, BetHall demonstrated good faith and seriousness, guiding the process to its conclusion. This kind of attitude is fundamental to generating trust, especially among Brazilian players, who are great enthusiasts of the platform and true fans of the house.
Brazil is a strong market, with players who like BetHall, use the platform frequently and value houses that pay correctly and maintain a transparent relationship with their users. I'm happy to see that BetHall recognizes this and maintains its commitment to the Brazilian public as well.
I would also like to thank Casino Guru for their mediation and support, which were essential to the positive conclusion of the case.
I wish BetHall continued success and hope that more and more Brazilian players can play with peace of mind, confidence and satisfaction on the platform.
Dear RosanaLuu,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan
Casino.Guru
