NoName.bet Casino - Player's account was blocked.

I registered on their site on the 8th of May and my account got blocked today and I cannot log in into their site (Screen #1)

I've made several deposits there (total amount of deposits: 600eur). I focused on sports betting, I haven't played at the casino. After reaching around 4500 euro on the 22nd of May, I requested a withdrawal. It was declined, livechat support told me that I need to rollover my deposit 1x on the casino. I haven't found anything about the rollover in the terms of services, but accepted it. Since I haven't played on the casino before, I tried with random game just to make rollover fast and be able to withdraw the rest of the funds. After losing 650 eur on the casino, I've contacted support again and they told me that my stake on the casino were too high, it doesn't count into rollover and I should rollover it with low stake. It was really suspicious, but I asked exactly what stake I have to use and I started rolling over again. Later I noticed on my profile account that I have to do 2x rollover instead of 1x and confronted support agent about it and they just said that they misspoke, which is hilarious (I downloaded the transcript because it was really suspicious, I will attach it).

After I finally finished the rollover and lost around 1,2k euro doing that, I requested a withdrawal on the 23rd of May. Today (25th of May) when I tried to log in into my account I couldn't to do that because my account is blocked. I sent an email, which was not answered. I contacted them on livechat support and said I need help. They answered 'how can we help you' and when I presented them my email and asked why my account is blocked, they didn't answer.

This is a lot of money, I did everything they told me to do, even with rollover, which wasn't mentioned in terms of services. Even that didn't work and I got blocked for no reason.

I haven't used any forbidden strategies, haven't used VPN, haven't abused their system in any way. The account was created on my personal details.

Dear danio495,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that €3,384 (dispute value) is currently being held in your account? Did you play with any bonuses?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, 3,384 euro is stuck in my account. I haven't used any bonuses. The only communication between me and casino was concerning rollover and then withdrawal request issue (I had a technical problem with requesting a withdrawal to bitcoin wallet, support suggested me to request a withdrawal to credit card, which I did and the request was pending), but I haven't saved the transcript other than the one I attached to the case.

When I tried to contact them about my closed account, they didn't respond to my email message. When I tried via livechat support, they answered to my first message (before they knew who I am, since I typed as a guest), but after i told them who I am and asked why they blocked my account, they stopped responding.

Thank you for your reply, danio495. Could you please advise if you passed the verification before the casino blocked you?

Sadly, I don't remember. I don't have any emails from noname.bet and I cannot log into their site to check it.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since you are currently not able to provide further information and we don't have enough insight into this field of online gambling yet, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

We’ve reopened this complaint as per the player’s request. Since the player partially also played in the casino section, we would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

I will now transfer your complaint to my colleague Peter (peter.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 soon.

Hi danio495,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite NoName.bet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask NoName.bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Just wanted to update regarding the screenshots I've sent above. I haven't received any email from their website. When I'm trying to reach livechat support, I get ghosted after I tell them my email. They usually say that they will check it and they don't answer. Chat closes itself after some minutes and when I reach them again, it's the same over and over. I really doubt they will answer.

Dear danio495,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter