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I entered money into this casino by mistake, as their mobile app has the Betfair logo and name on it. They put a series of requirements on me to be able to withdraw the money, and after fulfilling them, they will not let me withdraw my funds. They have also blocked the way to contact them.

Ingresé dinero en este casino por error, ya que su app de móvil tiene el logotipo y el nombre de Betfair. Me pusieron una serie de requisitos para poder retirar el dinero, y después de cumplirlos, no me dejan retirar mis fondos. Además me han bloqueado la forma de contactar con ellos.

Dear Diego,

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. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I did play on my bankroll because it was a condition that the casino requires in order to withdraw it. Of the € 30 I bet 10 and have suffered losses, the balance I have now is € 26, which I would like to withdraw. My account is already verified.

Sí he jugado sobre mis fondos porque era una condición de las que exige el casino para poder retirarlos. De los 30€ aposté 10 y he sufrido pérdidas, el saldo que me queda ahora es de 26€, los cuales me gustaría retirar. Mi cuenta ya está verificada.

Thank you very much, Diego, for your reply. If the mandatory deposit wagering has been completed and your account fully verified, what seems to be a problem to withdraw your funds?

Dear Diego,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.