BTC365 Casino - Player can't access account to withdraw funds.

Good afternoon, I have an account on btc365, about a month ago I was unable to log in to my account due to the fact that the site switched to working only with VIP clients. I contacted the support service and was told to wait a little bit and that they would provide access soon, but more than a month has passed and the support service has stopped answering me. Please help me withdraw my funds, I had about $ 960 in my account

Hello gamesmes34,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BTC365 Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon, unfortunately, I cannot log in to my account and cannot prove my words with screenshots. However, I have been using my account for about a year. I have never used any bonuses. The last time I contacted them about a withdrawal, they gave me the following answer

Thank you gamesmes34 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gamesmes34,

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 BTC365 Casino to join the conversation.

Dear BTC365 Casino,

Can you please let us know when the player will be able to access their account or how they can request a withdrawal if their account remains closed?

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 gamesmes34,

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 Anjouan Gaming Authority (https://anjouangaming.com/contact/). Complaints are usually submitted to this regulator via the license validator seal on the casino website, but BTC365 Casino seems to have removed it. I therefore recommended contacting the regulator directly and informing them of this. Please let me know how they respond (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru