The player from Germany faced issues withdrawing winnings, as his account had initially been blocked and his winnings were later canceled without a clear explanation. The provider cited terms and conditions regarding duplicate accounts, but the player's responses were ignored, and he could no longer access his account or email history. The Complaints Team attempted to engage the casino for a resolution but ultimately classified the complaint as 'unresolved' due to a lack of response from the casino. The player was advised to consider filing an official complaint with the casino's licensing authority.
Interwetten Casino DE - Player's account has been closed and winnings confiscated.
Unresolved
Our verdict
No reaction
Black points: 268
Amount: €730
Interwetten Casino DE
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, I have bet and played casino with this provider.
When I was asked to withdraw, I was asked to verify my account. I completed this. As a result, my account was first blocked, and later my winnings were canceled.
The provider didn't give me any concrete explanation as to why the winnings were canceled. They simply quoted a passage from the terms and conditions, stating that duplicate accounts and purchasing other people's accounts are prohibited. My response that this isn't the case was ignored.
I can no longer log into my account.
There's no response to emails. Unfortunately, I have no evidence of the email history because Interwetten only stores it internally, and I can no longer log in.
Automatic translation:
Public
Public
8 months ago
Dear Frudoli101,
Thank you very much for submitting your complaint. I’m sorry to hear that your account was blocked and your winnings were canceled without a clear explanation.
To help us better understand your situation and reach out to Interwetten on your behalf, could you please clarify the following:
- When exactly did you register your account?
- Did you ever open more than one account with Interwetten in the past, or share your device/IP address with anyone who might also have an account with them?
- Were you ever asked to submit any documents other than for standard account verification (KYC)? If so, what exactly did you provide?
- Do you recall the specific wording of the terms and conditions passage they quoted regarding duplicate accounts or account purchases?
Since you no longer have access to your account and can’t retrieve the internal communication, if you happen to have any screenshots or external emails from Interwetten, please feel free to forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Sensitive attachment
Sensitive attachment
8 months ago
TranslationHello,
The account was created on January 21, 2025. I then actively used the provider. When I wanted to withdraw, I was asked to verify my identity. Unfortunately, I can't say exactly when that was, as I can no longer access the account. However, I do know that I verified myself with my ID card, I believe a bank statement, and a utility bill. The account was then temporarily blocked because it was undergoing a thorough review. On May 13, I received an email stating that my account had been closed and my deposit had been withdrawn. I've attached the contents of the email as a screenshot and am also forwarding the email to the email address provided.
Thanks
Automatic translation:
Public
Public
7 months ago
Hello,
I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.
We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.
Thank you again for bearing with us.
Public
Public
7 months ago
Thank you very much, Frudoli101, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef (jozef.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Public
7 months ago
Dear Frudoli101,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
7 months ago
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.
Public
Public
7 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear Frudoli101,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
