HomeComplaintsTerrybet Casino - The player's cooling off failed.

Terrybet Casino - The player's cooling off failed.

Amount: €3,728

Terrybet Casino
Safety Index:High
Submitted: 23 May 2022 | Case closed : 25 May 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player's cooling off failed as he was able to reopen his account. The complaint was rejected as the account was reactivated by the player and he gambled away his balance fairly.

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1 year ago
Translation

After accumulating winnings at this casino totaling € 3728, I requested a withdrawal of that amount. The next day I asked the casino when I would be paid my withdrawals. The casino replies that it could take up to seven days. In order not to lose these winnings, I therefore request the suspension of the gaming account until the withdrawals are paid. The purpose of my request was not to be able to cancel withdrawals and thus lose them. And this was explicitly described in the emails sent to the casino. The casino therefore suspended the gaming account. After 5 days I ask for the gaming account to be reactivated. I find myself still unpaid withdrawals and in anger I cancel them to replay them immediately. The result is that I lost the entire 3728 euros on live roulette with paranormal phenomena more than suspicious. The ball systematically fell alongside the numbers I was aiming for with the evident action of the magnets that control all live roulettes. Apart from this aspect, which is known and on which my complaint is not addressed, I therefore ask the casino for a refund of 3728 euros for non-compliance with my request to keep the gaming account suspended until all withdrawals have been paid. I want to clarify that this request to freeze the account until the withdrawals were processed was made in other casinos with an Italian license and it has always worked. Casinos have never allowed the reopening of the gaming account. Terrybet on the other hand, without even batting an eyelid, violated my official request, making me lose the entire amount of my winnings. The casino should have told me that they had not yet paid the withdrawals and therefore it would not have been appropriate to reactivate the account. I have already submitted the complaint to the casino but they do not want to refund anything. I forward the emails sent to the casino to you.

Automatic translation:
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1 year ago

Hello carsix79,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Terrybet Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you request to close your account? Did they mention in any way that you won't be able to reopen your account.

For now we consider cooling off period a tool which can be canceled anytime if the player requests for it. It is not even mandatory for the casino to have such a tool and if the player wishes to reopen his account, he can do it anytime.

Unfortunately if you did so and lost the balance there isn't much we can do as you lost it fairly.

Looking forward to your answer.

Regards,

Nick

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1 year ago
Translation

I did not ask for a cooling-off period from the game but asked to suspend the account until all pending withdrawals have been paid. Under no circumstances did the account have to be reopened if withdrawals had not yet been paid. My request had the obvious purpose of not losing any winnings as I specified in the emails I sent.

I asked for the suspension on May 19th and it was I who mentioned that the suspension should only end when the withdrawal payments had been completed.

On May 23, however, they reactivated the account at my request without having paid the withdrawals yet and I lost the entire amount of € 3728.

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Automatic translation:
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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Mail num. 1

Ok then I would like to request the suspension of the gaming account so that pending withdrawals cannot be canceled until the withdrawals are paid.


Thanks.


Mail num. 2

My request is clear. I am requesting the temporary suspension of the gaming account so that I cannot cancel pending withdrawals and play the games and lose any winnings. All this until withdrawals are fully processed.


Thanks


Mail num. 3

I ask for a temporary suspension of the game until the 3 pending withdrawals are paid.


Attached photo of the front and back of the identity card.

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1 year ago

Hello carsix79,

Unfortunately there is no such a tool which would block your account until your withdrawal is processed. Even if the casino would block you somehow, you would be still able to reactivate your account on your request. The player is responsible for their actions in this specific case. I'm really sorry but there is nothing we can do as you played away your balance and lost it fairly.

Please feel free to contact us if you will come across any other trouble again, we will gladly try to help you out. The complaint will be now rejected.

Regards,

Nick

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