BetOnGame Casino - Player’s funds are confiscated.

They block my money. they told i make multiple account but the fact is i had only one account and they blocky my all money including the deposit money.

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.

Dear BivekB,

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 fully understand the situation.

• Do you still have access to your account? If you still have access to your account, is it restricted in any way?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

I still have access to my account, but i can't placed bet or play casino.

No, in my household i only play but some time my friend come who has the account.

i have passed the KYC verification.

I have accumulated my bonus without active bonus, using my own fund.

Thank you very much for your reply, BivekB.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

sir i have done

I received an email but you did not attached any screenshots or any supporting evidence. Please forward all relevant communication with the casino, including the reason your account is blocked and the allegations from the casino about multiple accounts or any other allegations.

i have send sir,

Dear BivekB,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

ok done

Dear BivekB,

I sincerely empathize with you regarding the inconvenience caused by your account being blocked. Please rest assured that I will promptly reach out to the casino to address this matter and work towards a resolution. Furthermore, I would like to extend an invitation to a representative from BetOnGame Casino to join this conversation, as their involvement will be instrumental in resolving your complaint.

Dear BetOnGame Casino,

Could you kindly provide clarification on the reason behind the player's account blockage? Additionally, I would appreciate it if you could present any relevant evidence regarding this matter. Please feel free to include your statement here, or alternatively, you may send the information to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance in this situation.

Kind regards, Jana

any reply sir ?

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 made several attempts to reach out to the casino, unfortunately without success. I empathize with your situation, and I understand how frustrating this can be. Regrettably, we are limited in what can be accomplished without their cooperation. As a result, I will need to mark your complaint as "unresolved" in our system. Although I realize this may not be an ideal resolution for you, I believe that the potential decrease in their rating due to unresolved complaints may encourage the casino to reconsider their approach.

If the casino chooses to respond, we will reopen your complaint, and you will be promptly notified via email. In the meantime, I highly recommend reaching out to the Curacao Gaming Authority at complaints@cga.cw to submit a complaint. They have a variety of resources and tools that may assist players effectively.

Please feel free to let me know if you require any assistance with submitting your complaint or if you would like to share any updates regarding their response, should you choose to proceed independently (jana.k@casino.guru). I sincerely apologize for not being able to provide more assistance in this matter.

Best regards,

Jana