The player from Spain faced account blocking at Suerte247Casino without explanation after requesting two withdrawals of €1,000 each, which left him with a balance of €3,436. Despite having provided all necessary documentation and having repeatedly contacted the casino, he received no response and was unable to access his funds. He sought the transfer of his available balance to his bank account. The Complaints Team attempted to engage with the casino for clarification but received no cooperation due to the casino's lack of a valid license. The complaint was marked as "unresolved," with the intent that the negative rating might prompt a response from the casino in the future.
Suerte247 Casino - Player’s account has been closed, delaying withdrawal.
Black points: 1,222
Amount: €3,436
Suerte247 Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.2
Suerte247 Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 weeks ago
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1 month ago
Hello bamabi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Suerte247 Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you play casino games or sports betting?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time the casino responded to you?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Account verified successfully on 02/03/2025.
Live Casino Games.
Real money, deposits worth €2590 since December 2024. I have never played with bonus money. I never selected them.
Last response from the casino as of 02/04/2025.
Automatic translation:
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4 weeks ago
Thank you bamabi for all the information provided. As we need further information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 weeks ago
Translation
Yes, I hope it is resolved in our favor and soon.
Thank you very much for your help.
All the best.
Automatic translation:
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4 weeks ago
Hello bamabi,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Suerte247 Casino to join the conversation.
Dear Suerte247 Casino,
I would appreciate it if you could clarify the reasons behind the closure of the player's account, particularly as it seems there was no clear explanation provided. Additionally, what's more important, I would like to understand why their withdrawal requests have not been processed?
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3 weeks ago
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.
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2 weeks ago
Hello bamabi,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 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.
I can only recommend checking the reviews of each casino before you sign up and only playing in well-licensed and good-rated casinos to avoid disappointments like this in the future. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
