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I deposited approximately €600 into my account and won a jackpot which increased my balance to around €6,500.

After submitting a withdrawal request of €500, my account was suddenly disabled.

The casino informed me that the closure was allegedly requested by me due to responsible gambling/self-exclusion concerns. This is false.

I never requested self-exclusion or account closure and I never received any confirmation email regarding such a request.

Before the closure, the casino continued sending me promotions and bonuses normally. Even after my account was disabled, I received a promotional phone call offering me bonuses.

I requested proof of the alleged self-exclusion request, but no evidence has been provided.

I believe my account was unfairly closed immediately after my jackpot win and withdrawal request.

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Hello,

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.

• Could you please clarify whether the funds were confiscated before or after the casino closed your account due to responsible gaming concerns?
• Alternatively, are the funds still available in your account?
• Have you ever indicated any gambling problems to the casino?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

The money was in my account before it was closed. After I won a jackpot and my balance reached about €6,500, I submitted a withdrawal request for €500. Shortly after, my account was deactivated.

I no longer have access to my account, so I have no way of knowing if the remaining funds are still there. The casino has not informed me what happened to the remaining amount.

I never mentioned to this casino that I had a gambling problem and I never requested self-exclusion, responsible gambling restrictions or account closure.

My winnings came without an active bonus. The jackpot was won with money from my own deposits.

Furthermore, the casino continued to send me offers and bonuses. Even after my account was deactivated, I received a phone call from a casino representative with a bonus offer, which I believe contradicts their claim that my account was closed for responsible gaming reasons or at my request.

Finally, the withdrawal of €500 was approved and paid by the casino, but the remaining amount of approximately €6,000 remains unknown and I have not received any explanation as to what happened to this money.

Thank you for your help.

Γεια σας Attila,

Σας ευχαριστώ για την απάντησή σας.

Τα χρήματα βρίσκονταν στον λογαριασμό μου πριν κλείσει. Αφού κέρδισα ένα jackpot και το υπόλοιπό μου έφτασε περίπου τα 6.500€, υπέβαλα αίτημα ανάληψης 500€. Λίγο αργότερα ο λογαριασμός μου απενεργοποιήθηκε.

Δεν έχω πλέον πρόσβαση στον λογαριασμό μου, επομένως δεν μπορώ να γνωρίζω αν τα υπόλοιπα χρήματα εξακολουθούν να βρίσκονται εκεί. Το καζίνο δεν με έχει ενημερώσει τι απέγινε το υπόλοιπο ποσό.

Δεν ανέφερα ποτέ στο συγκεκριμένο καζίνο ότι αντιμετωπίζω πρόβλημα με τον τζόγο και δεν ζήτησα ποτέ αυτοαποκλεισμό (self-exclusion), περιορισμούς υπεύθυνου παιχνιδιού ή κλείσιμο λογαριασμού.

Τα κέρδη μου προήλθαν χωρίς ενεργό bonus. Το jackpot κερδήθηκε με χρήματα από δικές μου καταθέσεις.

Επιπλέον, το καζίνο συνέχιζε να μου στέλνει προσφορές και bonus. Ακόμα και μετά την απενεργοποίηση του λογαριασμού μου, δέχθηκα τηλεφωνική κλήση από εκπρόσωπο του καζίνο με προσφορά bonus, κάτι που θεωρώ ότι έρχεται σε αντίθεση με τον ισχυρισμό τους ότι ο λογαριασμός μου έκλεισε για λόγους υπεύθυνου παιχνιδιού ή κατόπιν δικού μου αιτήματος.

Τέλος, η ανάληψη των 500€ εγκρίθηκε και πληρώθηκε από το καζίνο, όμως το υπόλοιπο ποσό περίπου 6.000€ παραμένει άγνωστο και δεν έχω λάβει καμία εξήγηση για το τι συνέβη με αυτά τα χρήματα.

Σας ευχαριστώ για τη βοήθειά σας.

I would also like to add a new element.

Even though the casino claims that my account was closed at my request for responsible gaming or self-exclusion reasons, I still receive promotional messages from BetRiot.

Today I received an SMS inviting me to claim a VIP bonus at the casino. I am attaching a screenshot.

In my opinion, this is inconsistent with the reasoning the casino gave me for closing my account.

Θα ήθελα επίσης να προσθέσω ένα νέο στοιχείο.

Παρότι το καζίνο ισχυρίζεται ότι ο λογαριασμός μου έκλεισε κατόπιν δικού μου αιτήματος για λόγους υπεύθυνου παιχνιδιού ή αυτοαποκλεισμού, εξακολουθώ να λαμβάνω προωθητικά μηνύματα από το BetRiot.

Σήμερα έλαβα SMS που με προσκαλεί να διεκδικήσω VIP bonus στο καζίνο. Επισυνάπτω σχετικό screenshot.

Κατά την άποψή μου, αυτό δεν συνάδει με την αιτιολογία που μου έδωσε το καζίνο για το κλείσιμο του λογαριασμού μου.

I would like to add one more element to the case.

After the SMS I attached, I also received an email from BetRiot inviting me to log in to my account and continue playing.

I am attaching the relevant screenshot.

In my opinion, this contradicts the casino's claim that my account was closed due to responsible gaming or my own request for self-exclusion.

Θα ήθελα να προσθέσω ένα ακόμη στοιχείο στην υπόθεση.

Μετά το SMS που επισύναψα, έλαβα και email από το BetRiot το οποίο με καλεί να συνδεθώ στον λογαριασμό μου και να συνεχίσω να παίζω.

Επισυνάπτω το σχετικό screenshot.

Κατά την άποψή μου, αυτό έρχεται σε αντίθεση με τον ισχυρισμό του καζίνο ότι ο λογαριασμός μου έκλεισε λόγω υπεύθυνου παιχνιδιού ή κατόπιν δικού μου αιτήματος αυτοαποκλεισμού.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Panagiwtap93,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Betriot Casino and I hope that together we will come to a successful resolution of your issue.

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

Dear Betriot Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

I would like to add one more element to the case.

Today I received a new promotional email from BetRiot, inviting me to log into my account and continue playing.

I am attaching the relevant screenshot.

Even though the casino claims that my account has been closed due to responsible gaming or at my request, I still receive promotional messages encouraging me to log in and play.

Θα ήθελα να προσθέσω ένα ακόμη στοιχείο στην υπόθεση.

Σήμερα έλαβα νέο προωθητικό email από το BetRiot, το οποίο με καλεί να συνδεθώ στον λογαριασμό μου και να συνεχίσω να παίζω.

Επισυνάπτω το σχετικό screenshot.

Παρότι το καζίνο ισχυρίζεται ότι ο λογαριασμός μου έχει κλείσει λόγω υπεύθυνου παιχνιδιού ή κατόπιν δικού μου αιτήματος, εξακολουθώ να λαμβάνω προωθητικά μηνύματα που με ενθαρρύνουν να συνδεθώ και να παίξω.

Dear Player,

Thank you for contacting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Betriot Casino Team

Dear Betriot Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

I would like to add one more element.

Although my account remains closed and the case is under investigation, I continue to receive promotional emails from BetRiot inviting me to log into my account and play.

I am attaching a new screenshot taken today.

I note that these types of messages are still being sent despite the claim of responsible gaming or self-exclusion.

Θα ήθελα να προσθέσω ένα ακόμη στοιχείο.

Παρότι ο λογαριασμός μου παραμένει κλειστός και η υπόθεση βρίσκεται υπό διερεύνηση, συνεχίζω να λαμβάνω προωθητικά emails από το BetRiot που με καλούν να συνδεθώ στον λογαριασμό μου και να παίξω.

Επισυνάπτω νέο screenshot που ελήφθη σήμερα.

Σημειώνω ότι τέτοιου είδους μηνύματα εξακολουθούν να αποστέλλονται παρά τον ισχυρισμό περί υπεύθυνου παιχνιδιού ή αυτοαποκλεισμού.

Dear Player,

Following a thorough review of your case by our relevant department, we are writing to inform you that your account has been closed by an administrative decision.

Please be assured that an escalation has already been put in place to process a manual withdrawal of your remaining balance.

If our financial team has not yet reached out to you for your payout details, please reply directly to this message from your registered email address with the following information:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we receive these details, we will forward them straight to our payments team to finalize your transfer.

Thank you for your cooperation.

Kind regards,

Betriot Casino Team

Dear BetRiot Team,

Thanks for the update.

Before I send you my bank details, please confirm the exact amount that is to be transferred to my bank account, as my account balance was approximately €6,500 at the time of account closure.

Once you confirm the amount, I will immediately send you the required bank details.

Best regards,

Panagiota

Αγαπητή ομάδα BetRiot,

Ευχαριστώ για την ενημέρωση.

Πριν σας αποστείλω τα τραπεζικά μου στοιχεία, παρακαλώ επιβεβαιώστε το ακριβές ποσό που πρόκειται να μεταφερθεί στον τραπεζικό μου λογαριασμό, καθώς το υπόλοιπο του λογαριασμού μου ανερχόταν περίπου σε 6.500 € κατά τη στιγμή του κλεισίματος του λογαριασμού.

Μόλις επιβεβαιώσετε το ποσό, θα σας αποστείλω άμεσα τα απαιτούμενα τραπεζικά στοιχεία.

Με εκτίμηση,

Παναγιώτα

Dear Player,

Please be informed that the exact remaining balance in your gaming account stands at 6,320.00 EUR.

This is the final amount that will be transferred to you.

Kind regards,

Betriot Casino Team

Thank you for the update.

I have already sent BetRiot all the bank details they requested for the transfer of the amount of EUR 6,320.00 and I am awaiting confirmation that my details have been received.

Please note that I DO NOT consider the case resolved until the transfer of funds is completed and successfully credited to my bank account.

I would also appreciate if BetRiot could update:

that he has received my bank details,

and what is the estimated time frame for completing the payment.

Once the funds are successfully credited to my account, I will immediately inform Casino Guru that the case has been resolved.

Thank you for your help.

Σας ευχαριστώ για την ενημέρωση.

Έχω ήδη αποστείλει στο BetRiot όλα τα τραπεζικά στοιχεία που μου ζήτησε για τη μεταφορά του ποσού των 6.320,00 EUR και αναμένω την επιβεβαίωση ότι τα στοιχεία μου έχουν παραληφθεί.

Παρακαλώ σημειώστε ότι ΔΕΝ θεωρώ την υπόθεση επιλυμένη μέχρι να ολοκληρωθεί η μεταφορά των χρημάτων και να πιστωθούν επιτυχώς στον τραπεζικό μου λογαριασμό.

Θα εκτιμούσα επίσης εάν το BetRiot μπορούσε να ενημερώσει:

ότι έχει παραλάβει τα τραπεζικά μου στοιχεία,

και ποιο είναι το εκτιμώμενο χρονικό διάστημα για την ολοκλήρωση της πληρωμής.

Μόλις τα χρήματα πιστωθούν επιτυχώς στον λογαριασμό μου, θα ενημερώσω άμεσα το Casino Guru ότι η υπόθεση έχει επιλυθεί.

Σας ευχαριστώ για τη βοήθειά σας.

Dear Panagiwtap93,

Thank you very much for confirming the disputed amount and that you have already provided your bank details to the casino.

Don't worry, the complaint will remain open until you confirm that you have received your refund.

Dear Betriot Casino,

I appreciate your quick back-to-back responses and your efforts to move this complaint swiftly toward a successful resolution.

Please let us know once there is any news regarding this case.

Dear Igor,

I would like to inform you that I received the amount of €6,320 in my bank account today.

I would like to thank you very much for your time, support and professionalism throughout the process. Your assistance was instrumental in resolving my case.

You can now consider the case resolved and close it.

Thank you again.

Αγαπητέ Igor,

Θα ήθελα να σας ενημερώσω ότι έλαβα σήμερα το ποσό των 6.320 € στον τραπεζικό μου λογαριασμό.

Θα ήθελα να σας ευχαριστήσω θερμά για τον χρόνο, την υποστήριξη και τον επαγγελματισμό σας καθ’ όλη τη διάρκεια της διαδικασίας. Η βοήθειά σας ήταν καθοριστική για την επίλυση της υπόθεσής μου.

Μπορείτε πλέον να θεωρήσετε την υπόθεση επιλυμένη και να την κλείσετε.

Σας ευχαριστώ και πάλι.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Panagiwtap93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor