BetRivers Casino PA - Player's account is closed after withdrawal attempt.

Deposited 250. Tried withdraw 150. Asked for facial recognition and if scan which I did . About hour later acct is Locked

Dear molly9026,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’re experiencing.

• To help us better understand the situation, could you clarify if you received any specific reason for your account being locked after completing the facial recognition scan?
• Were there any messages from the casino’s support team explaining the lock, or did you not receive a response from them?
• Additionally, have you already submitted any further verification documents or requested assistance from their customer support since the lock occurred?

Your cooperation is essential for us to proceed with resolving this issue. The more information you provide, the better we can assist in addressing your complaint and getting this sorted out.

Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I have contacted them twice . I did all verification as asked . First time talking to them they said if review was in process and will be done shortly. At this time I could still get into my acct but not play anything or use any features. About 30 minutes later I received email stating account was locked. I messaged support and they stated they couldn't give me reason why .

As of now I cancelled withdrawal last night and 19 went through to play+ . There is total of 377 and change on my acct and 18 and change on play+

Hi molly9026,

Thank you for reaching out and providing details about your situation. Based on your message, it seems that your account was first restricted, and shortly after, it was fully locked without an explanation from the casino. You also mentioned that a portion of your withdrawal ($19) was processed to Play+, but the remaining balance of $377 is still in your casino account.

To move forward, could you confirm the following?

• Have you received any additional emails from the casino regarding the account lock?
• Did the casino mention any specific terms or policies related to your account status?

If the casino refuses to clarify the reason for the lock and does not allow you to withdraw your remaining funds, we can escalate the issue further. Please provide any emails or messages you have received from them, and we will do our best to assist you.

Looking forward to your reply.

Dear molly9026,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.