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Hello,

I have opened my account on BetOBet. I was asked in order to use my account to verify my account and provide full KYC.

I have attached an email of full KYC verification by BetOBet support team. After a full verification I have deposited funds and wanted to start using the account. But I don't know the reason , they blocked my account. I don't know the reason and the only thing they tell me that it is handled by Risk department. and they will get back to me by email.

It was 6 months ago, and no email is sent by them.

They took my money and don't want to return it and let me use it.

Sum of the deposited funds is 3295 EUR

Please help

Hello darakhemzar,

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

Could you please advise how long have you been using the account and if you did play casino games or sports betting? 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

Dear darakhemzar,

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.

Hello,

After I turned to you , the support of BetOBet opened my account with apologies.

But Now I asked to withdraw some of my funds that I deposited (the same way I deposited) , and they don't answer my request.

I would love if you could help me again please

Emzar

Hello darakhemzar,

Do you have any bonus active there? Is your account verified? What kind of method did you use to deposit?

Hello,

I didn't asked for any bonuses

Yes, I have completed KYC and received confirmation by email

I have deposited by crypto transfer

Thank you

Thank you darakhemzar for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, darakhemzar,

I am sorry to hear about your troubles.

Did you fully wager those deposited funds and meet the deposit mandatory wagering requirements (AML)?

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Bet O Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What happened there? What steps should the player take to withdraw his funds?

Thank you in advance for providing the information.

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 darakhemzar,

I found some new contacts, recently added to our internal system, so I used those contacts to connect with the casino representatives. Therefore, I am extending the timer once again.

However, if no one from the casino contacts me back or provides relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Let's see if someone finally writes me back. Once I have any news, I will inform you.

Thank you for your patience and understanding.

Hello,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - I recommend you file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and using a "Contact" button or by sending your complaint to complaints@gaming-curacao/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru