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Username: Keltona; Account balance: €1,615. Interwetten forced me to complete a live facial verification after depositing and placing bets, even though my betting account was verified. Afterward, I sent my account statement, but days later, my account login no longer worked; no response from Interwetten. Interwetten wants to steal my €1,615.

Benutzername: Keltona ; Kontostand 1615 Euro, Interwetten zwang mich obwohl Wettkonto verifiziert war, nach einzahlung und wetten noch eine Gesichts Live Verifizierung zu machen die erfolgreich war. Danach Kontoauszug senden, aber tage daanach funktioniert Kontologin nicht mehr, keine Antwort von Interwetten. Interwetten will meine 1615 euro stehlen

Dear Keltona,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide more details on the following questions:

• When did you complete the live facial verification?
• Have you received any communication from Interwetten regarding your account status since the verification?
• Are there any specific messages or errors you encounter when trying to log in?

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

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Keltona,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

When did you complete live facial verification? - on March 8, 2025

Have you received any notification from Interwetten regarding your account status since the verification? - On March 8, 2025, after live facial verification, the betting account was verified. I then requested that I send a bank statement, but it was rejected because the issue date was older than 6 months.

Are there any specific messages or errors that occur when logging in? On April 15, 2025, I tried to upload my current bank statement, but then I couldn't log in. The error message: "The username or password is invalid."

Even after changing the password successfully, login still doesn't work, same error message.

thank you in advance for your help

Hallo,

Wann haben Sie die Live-Gesichtsverifizierung abgeschlossen? - am 08.03.2025

Haben Sie seit der Überprüfung eine Mitteilung von Interwetten bezüglich Ihres Kontostatus erhalten? - am 8.3.2025 nach Live Gesichtsverifizierung das wettkonto verifiziert ist. Danach das noch Kontoauszug gesendet werden muss, habe ich getan aber wurde abgelehnt weil ausstellungsdatum älter als 6 Monate ist

Gibt es bestimmte Meldungen oder Fehler, die beim Anmelden auftreten? am 15.4.2025 wollte ich aktuelllen kontoauszug hochladen aber dann ging login nicht mehr. Fehlermeldung: "Der Username oder das Passwort ist ungültig. "

auch nach passwortänderung erfolgreich, geht login nicht, gleiche fehlermeldung.

danke im vorhinein für ihre Hilfe

Thank you for your message.

Could you please let me know what types of games you played? Were they slots, live casino games, or did you bet on sports only?

Additionally, could you send me a screenshot of the error message you see when trying to log into your account?

Have you already double-checked whether your username and password are correct?

And have you contacted the casino’s customer support about the login issue? If so, what advice did they provide?

Sports betting only

Yes, I checked and had the username and password sent to me via email, then changed the password and login didn't work again.

Yes, I contacted Interwetten by email but never received a response. I called the service line on the homepage, but no one ever picked up.

Still no response from Interwetten and login doesn't work.

Thanks

Nur Sportwetten

Ja habe ich überpruft und auch benutzername und passwort per email zusenden lassen, danach passwort geändert und login ging wieder nicht.

Ja habe interwetten per email kontaktiert aber nie eine antwort erhalten. Telefonnummer auf homepage serviceline angerufen aber nie jemand abgehoben

Bis jetzt noch immer keine antwort von interwetten und login funktioniert nicht.

Danke

Could you please forward me the communication you’ve had with the casino’s customer support that confirms you had an account with them under the username you're trying to log in with? This will help us verify your case and assist you more effectively. You can send the information to my email address: veronika.f@casino.guru.

Hello, I've attached screenshots of my emails, sent to your email address. My username is visible in the official Interwetten emails, as are my deposits, and Interwetten support read my email but didn't respond.

Hallo, alles mit Screenshots von meinem Emails, an ihre email gesendet. Mein Benutzername ist in den offiziellenInterwetten emails ersichtlich, dann auch meine Einzahlungen und auch das Interwetten Support mein Email gelesen hat aber keine Antwort gab

Thank you very much, Keltona, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

OK thanks

Ok danke

Dear Keltona,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Interwetten Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Interwetten Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the blocking of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, still no response from Interwetten, and still no login possible. It happened: Interwetten subsequently requested live facial verification – completed successfully. Afterward, they requested a bank statement (during this process, my account access was blocked after a few days (I was able to change my username and password, but I couldn't log in). I then sent the bank statement by email. Since then, no response from Interwetten, and no login possible. It's been over a month.

Hallo, weiterhin keine antwort von Interwetten und nach wie vor kein Login möglich. Es war: Interwetten verlangte im nachhinein eine live gesichtsverifizierung - erledigt erfolgreich , danach wurde kontoauszug gefordert (in diesem prozess nach paar tagen kontozugang gesperrt (benutzername und passowrt geht ändern aber nciht einloggen) und habe kontoauszug per email dann gesendet, seitdem keine antwort von interwetten und kein login möglich. seit über 1 monat

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 Keltona,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

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

Best Regards,

Kubo