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I registered a few months ago and I uploaded the document and played regularly. I even made a withdrawal once, but my account has been blocked for a month. I have not received any communication and I have emailed them but they have not responded. What should I do?

mi sono registrata qualche mese fa e ho caricato il documento e giocato regolarmente ho anche prelevato una volta, da pero un mese il conto è bloccato non ho ricevuto nessuna comunicazione e gli ho scritto via email ma non rispondono che faccio?

Dear isabel123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetNero Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your attempts to communicate with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Never used bonuses

I discovered the block when I try to log in and it doesn't work, I played a few euros, I don't even remember where

I will immediately forward the email sent to the casino

Mai usato bonus

il blocco l'ho scoperto quando provo a fare il login e non va ho giocato pochi euro non ricordo dove neanche

inoltro subito l'email inviata al casino

Thanks for your email.

• If you played regularly, could you please advise whether you played slots, live games, or sports betting in the past?
• Have you received any response from the casino since you filed a complaint with us?

no response, I played a few euros something about sport

nessuna risposta , ho giocato pochi euro qualcosa sullo sport

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

were you unable to evaluate? but ask him? they don't answer me... I don't understand why you don't even want to ask the casino for an explanation even just for the fact that it doesn't answer my emails and doesn't send me any type of communication

non siete riusciti a valutare? ma chiederglielo? non mi rispondono... non capisco perche neanche volete chiedere al casino una spiegazione anche soltanto del fatto che non mi risponda alle email e non mi invia nessun tipo di comunicazione

I understand your frustration. There are issues we don't contact the casino with, such as issues regarding sports betting.

https://casinoguru-en.com/how-we-resolve-casino-complaints

"Rejected

When it comes to rejected complaints, these are cases where the player has either made an error that we are unable to assist with, or they have ceased communication with us, leaving us unable to provide further assistance. We also assign this status for cases involving activities such as sports betting, or other categories that we do not provide assistance with."

"Other – Cases, during which we uncover that the complaint actually discusses an issue related to sports betting – or other reasons for which we usually don't even accept and publish the complaint in the first place – but we were unable to determine so earlier."

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

We’ve reopened this complaint at the request of isabel123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

"ho giocato una schedina da 3 euro e ho giocato alle slot 50 euro, attendo la riapertura del reclamo grazie"

Thank you very much, isabel123, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello isabel123,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetNero Casino representative to join this conversation and participate in resolving this complaint.

Dear BetNero Casino,

Could you comment on this and state why the player's account got blocked?

Thank you in advance for providing the information.

they unlocked my account

mi hanno sbloccato l'account

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.

they told me everything was fine I tried to withdraw and they asked for the selfie, I've been sending it to them for 6 months, they accept it and then they ask me for it, I'm starting to wonder what they're doing with all these selfies of mine

mi hanno detto che era tutto aposto ho provato a prelevare e mi hanno richiesto il selfie che sono 6 mesi che glielo invio lo accettano e poi me lo richiedono, inizio a chiedermi cosa ci facciano con tutti questi miei selfie

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 Agenzia delle Dogane e dei Monopoli  Gaming Authority (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru