BetToGoal Casino - Pelaajan tili on suljettu ilman syytä.

Dear Casino Guru,

Can you help me with this?

I used to play quite frequently on Bet-To-Goal casino both sports betting, slots and live casino games. On 15th January I deposited 1050€ and played again live casino and slots. My balance was at some point almost 3000€ and then I lost so much that I ended up having something like 2200€. I can't check the exact balance as my account was closed.

I made the withdrawal request and after that got message that my account is under review and blocked.

I contacted their live chat and below is their accusations which I definitely have not broken. I have asked them proof and game history but still no answer. So they stole my 1050€ deposit and on top of that winnings and I didn't take any bonus while making the deposit either.

Hi Sami Wes*****,

We are sending you the chat transcript you requested.

| name: Sami W*****

| username: SW****

| email:*******lund@gmail.com

| subject: Account Info

Smith (15:22:06): Welcome Sami. I'm Smith. How can I help you?

Sami We***** (15:22:16): Hi!

Sami We****(15:22:55): I got email that my account is locked and need to contact regarding my balance to withdrawal

Sami We**** (15:23:06): What is wrong with my account?

Smith (15:23:09): Hello. Let me check please

Smith (15:24:15): I can see that an email was sent to you regarding the closures of your account from our Fraud and Risk department

Smith (15:24:27): If you didn't get the email I can forward it to you

Smith (15:25:32): Hello Sami,

After reviewing your account, we came to the conclusion that it is in breach of our terms and conditions.

Due to violation of our terms and conditions, your balance has been deducted and your account has been closed.

Please check the following:

Using our services

1. bettogoal is required by law to review all transactions from a money laundering perspective and aims to minimise risks in its own interest and in the interest of the public.

The use of any fraudulent, criminal or unfair method (such as collusion, VPN, blacklisted IPs the use of any tools such as, but not limited to scripts, bots, tools that help disguise your identity or spiders) in connection with the use of our services is strictly prohibited. For more information on security checks, please see our Privacy Policy. Should the customer violate these conditions, bettogoal will proceed in accordance with clause IV.3. and reserves the right to institute criminal proceedings for any relevant behaviour.

2. All transactions are checked for possible money laundering activity. bettogoal reserves the right to report the customer and any suspicious activity on their account to the relevant authorities and to freeze funds. bettogoal also reserves the right to close the relevant account and confiscate funds.

https://www.bettogoal.com/general-terms-and-conditions

Irregular play is not permitted on Bettogoal. If Irregular play is suspected, we reserve the right to withhold all deposits and/or winnings and/or close your account.

In addition we can disqualify you from any promotion or bonus.

Irregular play can include (but is not limited to) low margin betting, equal betting, zero risk bets or hedge betting.

a. increasing the balance and then changing your gaming pattern significantly (bet, game type, bet structure or other pattern of betting);

b. using any betting system or placing even money bets on any game of chance;

c. using the "Double-Up" or "Gamble" feature within a game to increase win values;

d. increasing your balance after placing high value bets and thereafter proceeding to place bets of less than half of the prior bet value or lower;

e. placing bets in the same game on different markets in such order so as to maximize winnings on the same outcome by bypassing the maximum returns of any market in our system;

f. wagering on events that do not contribute towards wagering requirements or events with a 0% margin applied to them as specified in the specific bonus landing page terms;

g. wagering on games with bonus money to build up value, lose the bonus and then cash out on the built up value with a secondary deposit;

h. Chip-dumping on poker tables.

3. bettogoal reserves the right to forfeit any balance in the customer’s account, in particular, but not restricted to winnings, and/or to deactivate the account if bettogoal has legitimate reasons to believe or establishes any of the following:

a. the customer has more than one active account with bettogoal (usage of a bettogoal prepaid credit card may not be regarded as an additional account in terms of this clause);

https://www.bettogoal.com/general-terms-and-conditions

This account will not be reactivated. For further information please visit our terms and conditions under https://www.bettogoal.com/en/termsconditions/.

Hello Shade96,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetToGoal Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Are you certain that you did not claim any bonuses in the casino?
• Did you ever use a VPN to access the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

My account was verified and I also have been using it for years.

I'm certain I didn't claim any bonuses. Only ones I have received I think are some cashbacks from losses.

No use of VPN.

I contacted them prior this complaint. This was the live chat 21st March.

Hi Sami West******

We are sending you the chat transcript you requested.

| name: Sami Wes*****

| username: sw****

| email: sa********

| subject: Account Info

Aron (18:48:32): Welcome Sami. I'm Aron. How can I help you?

Sami Westerlund (18:48:39): Hello Aron

Sami Westerlund (18:49:06): Can you tell me the exact amount you confiscated from me while locking my account unfairly?

Sami Westerlund (18:50:01): I still can't login and you still haven't sent me a game data and any proof of stealing my winnings AND my 1050€ deposit

Aron (18:51:01): After reviewing your account, we came to the conclusion that it is in breach of our terms and conditions. This account will not be reactivated. For further information please visit our terms and conditions under https://www.bettogoal.com/en/termsconditions/.

View chat

Or copy and paste the URL into your browser:

https://bettogoal.ladesk.com/ticket_ohl0h14X22965fsg

Thank you for choosing to chat with us. Good luck!

Kind regards,

 Customer Support Team

Thank you Shade96 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Shade96,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite BetToGoal Casino to join the conversation.

Dear BetToGoal Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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 Shade96,

I have tried to contact the casino repeatedly but have 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. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru