No Account Bet Casino - Pelaajan jättipottivoitot viivästyvät.

Hello,

I wish to lodge a complaint against the casino noaccountbet.com, who has locked my account. I registered with this casino at the end of October and only played on one occasion. The game I chose was Vegas Night Life. My husband played it, so I became interested. I registered and started playing. To my great delight, I won the jackpot, and there was 440,000 Swedish Krona in my account. As soon as I won the jackpot, they froze my account and asked me to provide documents to verify my source of income. I provided everything that was required, but nothing happened thereafter. I wrote many times to the casino's email, but they either told me to wait while my documents were being verified or did not respond at all.

I have been waiting for a response for several months, but the situation does not change. Hence, I would kindly ask for your assistance.

Sincerely

Hej, 

Jag vill klaga på casinot noaccountbet.com som har låst mitt konto. Jag registrerade mig på detta casino i slutet av oktober och spelade endast vid ett tillfälle. Jag valde spelet Vegas Night Life. Min man spelade den därför blev jag också intresserad. Jag registrerade mig och började spela. Till min stora glädje vann jag jackpotten, och det fanns 440 000 svenska kronor på mitt konto. Så snart jag vann jackpotten, frös de mitt konto och bad mig att tillhandahålla dokument som bekräftar mina inkomstkällor. Jag gav allt som krävdes, men inget hände efter det. Jag skrev många gånger till casinots e-post, men de sa antingen att jag skulle vänta medan mina dokument kontrollerades eller svarade inte alls.

Jag har väntat på ett svar i flera månader, men situationen förändras inte. Därför skulle jag vilja be er om hjälp.

Vänligen

Dear Olga1,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with No Account Bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do you and your husband both have accounts in this casino? Did you play using two different devices? Did you deposit into the casino using two different payment methods? Did any of you take any bonuses?

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

Best regards

Veronika

Hello!

Thanks for your answer. My husband and I have played at different casinos of the same brand. We have three computers in the family, and we can use each other's computers when needed, but that rarely happens. As for bank accounts, we have both personal and joint accounts in the family. I usually make deposits from my personal bank account but it may happen that I have also deposited from an account that my husband and I share.

No bonuses were used at all, which means we played with the money we deposited into our gaming accounts.

Hej!

Tack för ert svar. Jag och min man har spelat på olika kasino av samma varumärke. Vi har tre datorer i familjen, och vi kan använda varandras datorer vid behov, men det händer sällan. Vad det gäller bankkonton så har vi både personliga och gemensamma konton i familjen. Jag gör oftast insättningar från mitt personliga bankkonto men det kan hända att jag har satt in även från ett konto som jag och min man delar.

Inga bonusar användes alls, vilket innebär att vi spelade med de pengarna vi satte in på våra spelkonto.

Do I understand correctly that both you and your husband played Vegas Night Life, but in different online casinos? Could you please advise if you and your husband passed the KYC verification in the casinos you both play?

Please keep in mind that having multiple accounts in one casino is strictly prohibited and may lead to confiscation of the players' balances.

Hello! Yes, we both have submitted all the requested documents for verification. My husband and I played at different casinos.

Hej! Ja, vi båda har skickat in alla efterfrågade dokument för verifiering. Jag och min man spelade på olika kasino.

Thank you very much, Olga1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Olga,

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.

Dear No Account Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked/closed? Have the winnings been confiscated? What steps should she 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.

Hello!

The casino has transferred funds to my bank account.

Hej!

Kasinot har överfört pengar till mitt bankkonto.

What great news!

Thank you, Olga, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru