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My account has been blocked with my winnings withheld

Me bloquearon la cuenta reteniendo mis ganancias

Dear cedenow852,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• 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? 

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

Well, I played at betsala for 8 months or so, every time I made withdrawals they told me that there were no withdrawal methods for Ecuador until later they told me to make another deposit through prompt payment so I could withdraw my winnings and play everything I deposited. by this means until they blocked me arguing that I had violated the TYC of the casino but they did not specify which TYC I violated. I have screenshots of the casino games that I won and also screenshots of the chats that they sent me. The balance that I got was with the deposits what did I do

Bueno jugué en betsala durante 8 meses más o menos cada que hacía retiros ellos me decían que no habían métodos de retiros para Ecuador hasta que después me dijeron que hiciera otro deposito por medio de pronto paga para poder retirar mis ganancias y que jugara todo lo depositado por este medio hasta que me bloquearon argumentando que había infringido los TYC del casino pero no me especifican que TYC infringi tengo captures de los juegos de casino que yo ganaba y también captura de los chat que me enviaban el saldo que lo conseguí fue con los depósitos que hice

My account was blocked on January 23

La cuenta me la bloquearon el 23 de enero

I win the winnings in slot machines, this is one of the games in which I win

Las ganancias la gane en tragamoneda este es unos de los juegos en cual gane

Could you please send me the correspondence between you and the casino regarding the breach of the casino's rules? Send it to my email at tomas@casino.guru

I'll await your message.

Good morning, I already sent to the email what they sent me that according to I violated the T&C of the casino but they sent me all the terms and conditions but they did not specify which rules I violated. They also made me deposit again using another means of payment and after that they blocked my account. account

Buenos días ya le envié al correo lo que me enviaron que según infringi los TYC del casino pero me envían todos los términos y condiciones pero no me especifican que reglas infringi también me hicieron depositar nuevamente por otro medio de pago y después de eso me bloquean la cuenta

Thank you very much, cedenow852, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, cedenow852,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betsala Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betsala Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

The casino does not have the evidence because there is no evidence that the money won and that Betsala withheld from me is legally earned, they kept me for more than 5 months without paying me my winnings, they made me deposit through another means of payment according to them to pay my winnings and they blocked me

El casino no tiene las pruebas por que no las hay el dinero ganado y que betsala me retuvo es ganado legalmente me tuvieron más de 5 meses sin pagarme mis ganancias me hicieron depositar por otro medio de pago segun para pagar mis ganancias y me bloquearon

Dear cedenow852,

I was in contact with the casino, and currently, I am waiting for more details and evidence.

Can you please confirm your disputed winnings were accumulated with a bonus(es)? If yes, which exact bonus, and could you tell me how did you activate it/them? Were all the requirements for the bonus(es) completely met?

How many deposits and in what amount did you make to the casino?

How much did you deposit at the casino last time? Do I understand correctly that we are talking about only a confirmation deposit made in order to verify your payment method and withdraw the disputed winnings?

The profits I made in betsala were without activating bonuses, I made 2 deposits, exactly 1 of $5 and the last deposit of $3, which I made through the direct24 bank transfer method, but then they told me that they made another minimum symbolic deposit for ProntoPaga to be able to withdraw my money. winnings after that they blocked my account here I leave some screenshots of the casino games which I won legally

Las ganancias que hice en betsala fueron sin activar bonos hice 2 depósitos exactamente 1 de 5$ y el último deposito de 3$ que lo hice por el método directa24 transferencia bancaria pero después me dijeron que hicieron otro deposito minimo simbólico por prontopaga para poder retirar mis ganancias luego de eso me bloquearon la cuenta aquí dejo unos capturas de pantalla de los juegos de casino el cual gane licitamente

As you can see in the screenshots, the amount of each spin is 20 cents and the supplier has paid me well

Como se puede dar cuenta en las captura de pantalla el importe de cada tirada es de 20 centavos y el proveedor me ha pagado bien

Yes, but it is not possible to see in the screenshots if those winnings were made with an active bonus or not.

The casino claimed that there was a malfunction, and for a long time, you kept playing with higher amounts per spin compared to the offered bonuses thanks to a technical error. Can you please confirm that?

However, I am still waiting for additional details from the casino representative outside of the thread.

Therefore, I am now setting the timer for the casino and will wait for further details/evidence.

Thank you for your patience and understanding.

I have not played with bonuses, all the spins I made without a bonus and the amount I made for each spin was always 20 cents. Betsala kept me for more than 5 months without paying me the winnings and then they blocked me

Yo no he jugado con bonos todos los giros los hice sin bono y siempre el importe que hacía por cada giro era de 20 centavos betsala me tuvo más de 5 meses sin pagarme las ganancias y después ya me bloquearon

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.

In truth, my friend, the casino proceeded in a very bad way to block my account. Everything I won was done legally. After that, they told me to deposit, apart from what I deposited, a symbolic value for another means of payment to be able to withdraw my winnings after That's why they proceed to block my account

En verdad mi amigo el casino procedió de muy mal modo a bloquear mi cuenta yo todo lo que gane lo hice legalmente tras eso ellos me dicen que deposite aparte de lo que deposite un valor simbólico par otro medio de pago para poder retirar mis ganancias luego de eso proceden a bloquear mi cuenta

Dear cedenow852,

I received a response from the casino representative, but there are insufficient details/evidence supporting the casino's claims and decision.

Therefore, since we have not received any relevant evidence from the casino regarding the issue even after 3 weeks (since my last email), it makes no sense to keep it open, and I am forced to close it as ‘unresolved’ (hopefully - temporarily), which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process in the meantime - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/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.

If there is any progress or you need help, please let me know at branislav.b@casino.guru.

The casino can reopen this complaint anytime. Once they contact us or request a reopening of the case, reconsider their approach and provide all the necessary details and requested evidence, the complaint will be reopened and you will be informed via email.

Best regards,

Branislav, Casino.Guru