BETVIBE Casino - Player's account has been closed, leading to confiscated funds.

My BETVIBE account (username: vill***627, email: [hidden by Casino Guru]) has been permanently closed and my balance of ₹230,000 has been confiscated unfairly.

I completed full KYC verification within the required time and provided all genuine documents, including my ID proof, bank statement, and selfie. All documents are valid and belong to me. My bank account is verified and in my own name.

Despite this, BETVIBE closed my account citing clauses 11 and 11.5 without providing any valid evidence or explanation. Their Terms and Conditions clearly state that any remaining balance should be refunded if an account is closed. However, they have refused to return my remaining balance.

I contacted their support multiple times via live chat and email, but they only sent automated responses and refused to properly investigate or provide justification. They also stated that the decision is final and refused further communication.

I strongly believe this is an unfair confiscation of my legitimate funds. I request Casino Guru to investigate this case and help me recover my balance of ₹230,000.

I can provide all supporting evidence including emails, chat transcripts, KYC documents, and account details upon request

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.
• When exactly were you asked to verify your account, and when exactly did you send your documents to the casino for verification?
• Did you fill out your casino profile with complete and true personal information?
• What types of games did you play at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Rajbam01,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru