BetRise Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Dear CasinoGuru’s Team,

Dear Readers 👋,

I saw this new platform on Google. I made a qualifying deposit of 10$ or 15$ CAD with the #1 method in Canada : INTERAC e-Transfer. Then, I received a 50$ welcome bonus with 1x wagering requirement.

I fulfilled the requirements on Big Bass Splash (with stake of 0.30$ to 4.00$) and sports as well. Then, I won with a couple bonus rounds on Big Bass Splash. So I successfully passed the KYC steps and I asked a withdrawal of 300.00$ CAD.

12 hours later, they confiscated my winnings and permanently closed my account without any notice. They don’t answer at all by email and by LiveChat. I’m waiting since February 14th for an answer about my account closure and my complaint.

Please note that I never had any accounts on this platform, which has been launched recently. It was also my first deposit and withdrawal. I was fully verified and it was full real money balance, no bonus was active during the withdrawal request.

Unfortunately, the Anjouan Gaming Board (authority who delivers their license) don’t accept player’s disputes. So CasinoGuru is my last resort before hiring a lawyer to the courthouse.

Hoping that this complaint will prevent potential customers to be scammed.

Thank you very much! ☀️

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ning1701,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino.

In order to better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Did the casino specify any reasons for closing your account?
• When was the last time you tried contacting the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.
• Could you please clarify when exactly you created your account and when it was closed?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Kristina

Dear Ms Stark 👋,

Thanks for your lightning-fast follow up 🚀.

• When I try to access the platform, it is writted : ‘’Your account has been permanently locked. You are no longer able to log in.’’. When I contact them, they only say that the account is under review by the responsible department. Same reason each time I contact them since 2 weeks. Yet, it didn’t take 2 weeks to review it! This is a brand new platform, they don’t have 1 million accounts to review!
• I contacted them on February 14th and February 21th.
• Account was opened on February 13th and closed on February 14th after my withdrawal request of 300.00$ CAD.

As requested by you, here are some screenshots below.

I reiterate that I’m fully KYC verified, that I used the main deposit method in Canada (Interac e-Transfer) and that I fulfilled the 1x wagering requirement. I won my 300$ CAD with some sports, but especially with slots Big Bass Splash (Pragmatic Play) with stakes of 0.30$ CAD to 4.00$ CAD.

Please kindly note that Anjouan Gaming Board don’t accept player’s disputes, but I contacted them anyway in order to prevent them about possible license violation. So they will NOT investigate about my case, but they will check if the casino respect the laws. It’s why I contacted you, because no dispute was opened with them.

From my side, I’ll wait the result of your investigation before opening any dispute/chargeback with my financial institution and before hiring a lawyer for the courthouse.

Thank you very much for your precious time and for your help!🙏

Dear Kristina 🥰,

Funny coincidence⁉️ Since the submission of this complaint, things started to move 🤣.

So please find in attachment a copy of new communications.

I respectfully informed them that I’m not only looking for a refund of my deposit 🚫. I’m looking for any reasonable offer about my winnings.

They seem to be laughing at me with their out-of-context answers, but let's wait for their next reaction!

Good news 🥳. Please find in attachment their final answer. Then, I asked the withdrawal and I received the funds 1 minute after. Yes, you well read, the funds were deposited in my bank account in only 1 minute!

Thank you very much to Casino.Guru and Kristina Stark for your patience and cooperation during this process. I will not hesitate to leave a 10/10 stars review to your company and I sincerely hope that you will personally move up into your internal’s hierarchy.

Have a wonderful day! ☀️

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

Dear Ning1701,

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,

Kristina