Indibet Casino - Player's account has been blocked.

Hye , I have created account on indibet and started playing. They keep processing my withdrawl untill i was winning low, but as i won 2k inr in a game of poker and made a withdrawl request, they blocked my account and captured my deposit amount as well. They have sent me mail that i dont comply with thier terms&condition and that is why my account is being blocked. When i asked costumer support why are they blocking my account, they also didnt give me any clear answer, just kept telling me i have gone against their terms and conditions. I kept asking them which terms and conditions have i voilated, but they are not giving me any clear answer just keep repeating the same thing. Casino guru please help me recover my account and my money from this casino.

Dear deepakathya60,

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. Upon reviewing the messages sent by the casino, it is evident that you were notified of your account being blocked due to the creation of duplicate accounts. Have you created more than one account at this casino? If not, is there any possibility that someone from your household or using the same IP address has also created an account at this casino? Could you please confirm that you have passed the KYC verification?

Thank you very much in advance for your reply.

Best regards,

Kristina

NO ,i have not created any multiple accounts. I have provided them my kyc documents on mail and on the website as well and yes i have passed the kyc verification. I have indeed once logged in my indibet id in my coaching institute's library computer to check my withdrawl status, but next day they blocked my account. When i asked the customer support team why my account is blocked even if have provided my govt. ids to verify my account. I have even uploaded my selfie holding my id,but the customer support keeps telling me the same thing and is not giving me any proper reason why they suspect that i have multiple accounts.Please help me getting my money out of this casino.Thanks

Thank you for your reply, deepakathya60. Have you accumulated your winnings with or without an active bonus? Could you please advise when exactly you created your casino account?

I have created my account on 27th of june,2023. I have not taken part in any promotional activity, neither have i taken any bonus from the website. I have accumulated my winnings without any active bonus.

Thank you very much, deepakathya60, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello deepakathya60,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Indibet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Indibet Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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 deepakathya60,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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.

In the casino's T&Cs is mentioned that they are regulated by the government of Curacao and operate and provide the Services under a license issued on 27th July 2020, but were unable to verify this, so we cannot confirm if Indibet Casino is really licensed. If you feel you want to take this complaint further, you can contact Curacao Gaming Authority. In Curacao, there are 2 separate license operators, though they are both endorsed by the Curacao government they have separate company registers.

You can contact them at complaints@gaminglicences.com, certria@gaminglicences.com or info@gaming-curacao.com and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at tomas.k@casino.guru.

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

Best regards,

Tomas