Betista Casino - Player’s account has been closed after a withdrawal request.

After winning at the slots I request a withdrawal and after a few days the account is permanently blocked, impossible to send a complaint from the site, the email support@betista368.com it appears non-existent.

(I can't upload attachments to this complaint. Can I send them via email or other means?)

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 clarify when exactly you created your casino account and when it was closed?
• 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,

Kristina

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.

Account activated on August 19th

Account verified on August 27th

Account blocked on September 1st

Slots win without bonus on August 27th

Thank you very much for your reply. Could you please forward any attachments you couldn't upload and any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear MassimoRossi,

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.

I am immediately forwarding you the email sent on September 22nd, it has not reached you. kristina.s@casino.guru ?

Thank you

Thank you for your email. I reviewed the messages, and I see you informed the casino that you registered your account with fake personal details. I checked the General T&Cs and I found this:

3.5. You represent, warrant and agree that You are the rightful owner of the money in your account. The information provided by You to the Company during registration and/or later, including through any transaction requiring depositing money is true, actual, accurate and relevant with the name on the credit/debit payment card(s) or other current accounts that will be used to deposit or receive funds to/from Your account.

5.1. In order to participate in the games provided by betista495.com, You need to create an account on the Website. An account is created upon registration on the Website, and allows You to make deposits, and allows the Company to identify each client. You guarantee and hereby warrant that the data provided when opening your account is correct. To play the Games on the Site, you must be a real person. You cannot be a company or other legal entity. The Player confirms that he is not a Casino employee or a relative of a Casino employee.

5.9. You agree to provide true and accurate information necessary to create an account. The name indicated during registration must correspond to Your real name and must not contain errors. Any offensive or obscene language, as well as any commercial or promotional information, are not allowed in the Email or Name field in the player's profile. If any violations are detected, support service members or other Company's staff may replace the contents of the field with something neutral. In case of a repeated violation, the player's account may be blocked, and all funds confiscated.

I understand your explanation of why the details were not provided correctly, and I realize this situation must feel very frustrating. However, I need to point out that providing false information during registration is considered a serious breach of the rules in online gambling. No reputable casino can make exceptions in such cases, and they are fully within their rights to close accounts and confiscate winnings once this is discovered.

Since this is a standard practice across the industry, we’re not in a position to challenge the casino’s decision or take further steps here. My best advice is to always register with accurate and complete personal information, as this will help you avoid similar problems in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.