BetNFlix Casino - Player’s winnings have been confiscated.

Casino confiscated my winnings.

My account in this casino was registered on 05.07. I played my first deposit with the welcome bonus and got some winnings. I claimed a withdrawal on the next day. I received an email with the verification request, which I successfully completed. A few days ago, they informed me that due to breach of the following Terms & Conditions 12.10 payments department has canceled your withdrawal and the amount of 1133.50€ has been removed from your balance.

My account is open, but casino has confiscated my winnings. Hope for your help.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BetNFlix Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a screenshot of your successful KYC verification, please? Kindly post it to this thread.
• Have you ever used a VPN to mask your location, please?
• 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

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

The screenshot is attached.

No, I did not use a VPN.

I’ve forwarded all the available emails. There are emails about verification, and documents as well.

Hello,

thank you for your message and emails.

Could you please share your verification documents with me? Kindly forward them to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear Katarina,

All documents that I provided to casino were verified.

I am sending them attached to the email. Please check your inbox.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetNFlix Casino representative to join this conversation.

Dear BetNFlix Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

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 gambling authority the casino is regulated by (Malta (MGA)) and submit a complaint directly to the regulator (https://casinoguru-en.com/licensing-authorities/malta-license).

I wish I could be of more help, and I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Mirka