BetNFlix Casino - Pelaajan voitot on takavarikoitu.

Hello dear! About a week ago I registered in this so-called "casino". Didn't take any bonuses. The deposit was made using a neteller wallet. When making a deposit, for some reason the name of the casino is displayed with a different name. Namely Wallacebet. Problems started a few days later when I wanted to withdraw funds. I had to upload various documents during the week. Casinos demanded more and more new documents. I ended up uploading 8 documents. As a result, I received a mail from them by mail that the funds were confiscated from my account under paragraph 9.6.1 of the rules. As I understand it, this is connected with my personal neteller wallet! I provided a neteller account statement for the last half a year! There are thousands of different transactions! Making deposits using bank cards, also withdrawing money to cards, various purchases, exchanges, online exchangers, transfers to friends and just shopping on the Internet! I tried to understand why my money was confiscated, but I did not understand! Paragraph 9.6.1 is written very vaguely and I do not understand what it is about! Please help me! Thank you

Dear xray200,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino accused you of using someone else's payment method? Could you please confirm that you have always deposited and withdrawn with a payment method that has been issued in your name?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Christina! Of course I only used my neteller wallet. It is fully verified and belongs only to me.

Шановна, Христина! Звісно, що я використовував тільки свій гаманець нетеллер. Він повністю верифікований і належить тільки мені.

Thank you very much, xray200, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi xray200,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BetNFlix Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been confiscated?

Thank you.

Best regards,

Tomas

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 xray200,

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know how the ADR responded (tomas.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas