HomeComplaintsEsporte Bets Casino - Player’s account was blocked after requesting a withdrawal.

Esporte Bets Casino - Player’s account was blocked after requesting a withdrawal.

Black points: 100

Amount: 50 R$

Esporte Bets Casino
Safety Index:Below average
Submitted: 30 Apr 2024 | Unresolved : 28 May 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

5 months ago

The player from Brazil had deposited money and won some games, after which he had requested a withdrawal. His account was subsequently blocked by the casino, and he was unable to contact the customer service. The casino had not conducted a KYC verification and had stopped all communication with the player. Despite our efforts to establish communication with the casino, no progress was made due to the casino's lack of response. As the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to address this issue. We had marked the complaint as 'unresolved', which may have negatively impacted the casino's rating.

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6 months ago
Translation

I deposited 50 Reais in the casino and won bonus rounds, then I played and won an additional 16 Reais


I requested a withdrawal and they blocked my account, I can't get in touch with them


All I want is my 50 Reais back

Automatic translation:
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6 months ago

Dear wallisdocassino,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you accumulated your winnings with a deposit bonus, or did you win bonus rounds during a real-money game?

Have you received any explanation from the casino about the reason your account was blocked?

Could you please confirm if you passed the full KYC verification?

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

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6 months ago
Translation

I got free spins on deposit of 50 reais


I ran them and they yielded 16


I rolled over in crash games and requested the withdrawal


The casino blocked me without explanation. When I open a chat with them and inform my CPF, they close


They didn't do kyc



Automatic translation:
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6 months ago

Have you received any email from the casino after your account was blocked? Please forward me all the communication between you and the casino customer support that could be relevant to the investigation. My email address is veronika.l@caisno.guru. Thank you.

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6 months ago
Translation

Good morning!


I did not receive any email communication, and casino support terminated any and all communication attempts I initiated with them as soon as I provided my CPF.



Automatic translation:
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6 months ago

Thank you very much, wallisdocassino, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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6 months ago

Dear wallisdocassino,

I've attempted to establish communication with Esporte Bets Casino, but so far, my efforts have been largely unsuccessful. The only available channel seems to be the live chat, which unfortunately hasn't proven to be helpful in resolving this matter. Despite this, I managed to obtain the casino's email address from a live chat agent. However, it's registered with Gmail, which raises some doubts about its credibility. I've reached out to the casino via email, and now we'll have to wait and see if they respond.

Thank you in advance for your patience!

Edited by a Casino Guru admin
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6 months ago
Translation

Ok thanks, I'll wait

Automatic translation:
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6 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.

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5 months ago

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 understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jakub

Edited by a Casino Guru admin
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