The player from Belarus had his account blocked by the casino after winning $500, despite having previously processed a withdrawal of $300. He was unable to communicate with the casino regarding the issue, as email responses were ignored and live chat was inaccessible. The Complaints Team attempted to engage the casino for clarification but received no response. Consequently, the complaint was closed as unresolved, and the player was advised to contact the regulator for further assistance.
Betiex Casino - Player’s account has been closed.
Unresolved
Our verdict
No reaction policy
Black points: 61
Amount: $500
Betiex Casino
Safety Index:Below averageCase summary
Discussion
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7 months ago
Translation
Hello
this casino blocked my account and did not pay $500
I signed up at this casino and deposited $150 with a first deposit bonus, which I eventually managed to win back. I passed verification and made a withdrawal request for $300. This withdrawal was processed. I made a new deposit of $17.2 and was able to win $500. I made a withdrawal request and the next day I received a message that my account was blocked.
They don't respond to my email messages, live chat is blocked for me.
This is just some kind of scam, they have very strange dispute resolution conditions in the rules:
that is, a complaint can be filed within 3 days, but they simply ignore my messages and blocked my chat. This is some kind of fraud on their part.
Such casinos should be blacklisted.
Automatic translation:
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7 months ago
Dear ovaaal,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betiex Casino. 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.?
- Could you clarify when exactly your account was created and when you passed the KYC verification?
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,
Natalia
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7 months ago
Translation
- I only played slots
- On April 26th my account was created and on April 26th it was verified.
then on April 26th I made my first deposit of $150 with a 200% bonus. I played the bonus and on April 28th I received my withdrawal ($300)
On April 29, I made a new deposit of $17, played only slots and won $500. On April 29, I made a request for withdrawal of funds and about 4 hours later I received a message that my account was blocked with the note "Your account has been blocked"
if you want to receive detailed information about blocking reason, please contact customer support"
When I tried to contact via chat, my access to the chat was blocked.
When I try to contact them via email, they ignore me and have never responded since blocking them.
Automatic translation:
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7 months ago
Thank you very much for your reply, ovaaal. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
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7 months ago
Thank you very much, ovaaal, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.
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7 months ago
Hello, ovaaal!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
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6 months ago
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.
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6 months ago
ovaaal, unfortunately, the casino has not provided any further response. Therefore, I must close this complaint as unresolved. There is an option for you to lodge a complaint to the regulator via the Anjouan Authority badge on the casino page: https://verification.anjouangaming.org/validate?domain=betiex.com&seal_id=252a15fa646243632d14b5fb509ca8bbe17017f0b78705c1a116240ffb26674212eaba87cd1b9e31aa00f5132d3ac9df&stamp=74b43b9469bbc746b3572b8fee7ffff2
Please, let me know if the authority responds to you or if you funds will be paid out to my e-mail: [email protected].
I am sorry I could not be more of help.
Respectfully,
Pavel K
Casino Guru
