RushBet Casino CO - Player's account was blocked.

I logged back into my account after about 3 months. I made a deposit, placed bets, won, and then initiated a withdrawal to Nequi. However, I received a message stating that the transfer of funds had been canceled and my account had been blocked. Why?

Dear cr787449,

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. Which games did you focus on while your account was active - slots, live casino, sports betting, etc.? Could you please advise if you passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

If I recharged 5 thousand and the application gave me another 5 thousand with the bonus and I played coin slots, I completed the bonus as

The same application said it to be able to withdraw when the bonus ends.

Withdrawal from Nequi, I received a message in my email saying that the transaction would take from 1 day to 3 hours, normal. After a while, I looked at my email and there was another one.

message in the

It said that the transfer had been canceled so I said I'm going to enter the application again to make the withdrawal again and when it came out it was blocked.

account

Thank you very much for your reply, cr787449. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear cr787449,

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.

They have not unlocked my account or anything, I sent a form for them with my ID and all my information but they have not unlocked my account, it is already 12 days away

Thank you very much, cr787449, 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.  

Hi cr787449,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask RushBet Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

I think it's very good why so far they haven't given me an answer why they blocked my account.

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 cr787449,

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 meantime, I recommend you contact the Coljuegos Gaming Authority (https://pqrsd.coljuegos.gov.co:8081/pqr/radicar.php) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (tomas.k@casino.guru).

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

Kind regards,

Tomas

Casino.Guru