BetNFlix Casino - Pelaajan voitot takavarikoidaan.

The casino emailed me today saying that they were going to confiscate 2033.75 due to a breach of their terms and conditions.

I originally played on the casino in 2023 and my account was verified and they had all ready paid me in the past.

Recently they kept sending me a ton of offers by email so I decided to play a bonus with them and won 3033.75. Since the withdrawal limit is 1000 I requested a withdrawal and it was paid.

I requested another withdrawal of 1000 and today I wake up to this bonus email. Please help me communicate with the casino on your platform to sort this out.,

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetNFlix Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Please specify what bonus you claimed. Can you share the link for the bonus or a screenshot with the bonus description from a promotional email? 
• Have you completed the wagering requirements for the bonus?  
• What specific terms and conditions did the casino claim to be breached?

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,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? - I played slots

Please specify what bonus you claimed. Can you share the link for the bonus or a screenshot with the bonus description from a promotional email? - yes please share an email with me where I can send these

Have you completed the wagering requirements for the bonus?  Yes I have

What specific terms and conditions did the casino claim to be breached? they sai this in the email

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Website.

Please feel free to forward a promotional email to my email address at natalia.b@casino.guru. Additionally, please forward all the relevant communication between you and the casino.

Based on the new information you shared, I have a few more questions for you:

• Have you used a VPN or any proxy services to open the casino website?
• Were you requested to send any new documents for verification?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used a VPN or any proxy services to open the casino website? - No impossible

Were you requested to send any new documents for verification? - no they made the first payment of 1000 without any additional documents

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? no its impossible

Thank you for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

I have now sent you an email

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 AkTatz009, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the confiscated winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BetNFlix Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of which rules were broken and why the money were voided? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We would like to inform you that, following a detailed review of user AkTatz009’s gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions — specifically Clause 12.10 (i), which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

During our investigation, it was confirmed that the player accessed their account from different IP addresses, most of them were flagged as a proxy IPs with a fraud score of 100 by our IPQS tool, strongly indicating an attempt to disguise their true location and possible connection with other accounts, with probable bonus abuse intent.

In line with our Terms and Conditions, this constitutes a clear breach, and the deduction of winnings was applied accordingly.

Should you require any further clarification, we are available to provide additional details.

Best regards,

The BetNFlix Casino Team

Dear BetNFlix Casino Team, thank you very much for the explanation provided. Could you please send me relevant evidence at matej.l@casino.guru for confirmation? Especially the parts regarding account linking and bonus abuse. Cheers.

Hello, I don't know much about this but I googled it and this is what I found:

Your Virgin home internet uses a dynamic IP address, which is a pool of addresses assigned temporarily to users by their Internet Service Provider (ISP). Your IP address changes when the DHCP lease expires, when you reboot your router, or when the ISP makes network configuration changes or performs maintenance that necessitates redistributing IP addresses, according to a post on the Virgin Media Community and general ISP practices. 

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 AkTatz009,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the casino's appointed ADR called MADRE Arbitration Services, free of charge, on https://www.madre-online.eu/file-a-claim/. The following ADR procedure specific rules shall apply in this case. If nothing happens, you can alternatively send a complaint directly directly to Malta Gaming Authority at https://www.mga.org.mt/player-hub/lodge-a-complaint/. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej