BetRivers Casino MI - Player's winnings have been confiscated.

On February 3rd I was on the juwa platform which I had accessed through bet rivers casino when I had reached 133.00 I attempted to cash out and was told I had to have 155.00 or more in order to cash out. So I continued to play and when my total winnings reached 173.53 I asked to cash out again and was told that my winnings were only at 73.53 which I then sent them a screenshot of my winnings so after several request of my winnings of 173.00 be paid I then clicked back onto the juwa platform and noticed that all but .53 was removed completly

Dear Steve1883,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do you have access to your gaming history? Could you please share relevant screenshots detailing what your balance should have been?
• Could you please share with me your communication with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

I sent the requested chat transcripts and screenshots to your email tomas@casino.guru let me know ifn u need anything else

Thanks for your reply and provided information.

Please note game results are dependent on the results found on the game provider's server.

Please provide us with the gaming history showing your active balance if available.

If the information is not available in your player's profile, request your gaming history from that day from casino support in table format (.csv or .xls ) and forward it to me for review. I apologize for the inconvenience.

My email is tomas@casino.guru

The information that you are requesting I do not have access to in my players profile and I know if they wouldn't put me in contact with customer service I'm pretty sure they're not gonna connect me with casino support or is there another way of accessing that information without going though the gaming provider? Thank you!

You'll need to request the information from casino support.

If they refuse, please forward me the communication and we'll intervene.

My email is tomas@casino.guru

Dear Steve1883,

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 have asked repeatedly they just continue to ignore me

Thank you very much, Steve1883, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Steve1883,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BetRivers Casino MI to join the conversation.

Dear BetRivers Casino MI,

I would appreciate it if you could clarify the reasons behind the voiding of the player's winnings. If the information can't be shared publicly, please send it to me at michal.k@casino.guru

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.

Dear Steve1883,

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 Michigan Gaming Control Board Authority (CONTACT MGCB (michigan.gov)) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru