Valeno.bet Casino - Player’s account is closed after withdrawal delay.

I deposited 40 reais at the valeno.bet casino. I followed all the rollover and betting rules and withdrew the remaining amount, but the withdrawal is still pending.

I contacted their support via WhatsApp, they said they would check it out, but nothing happened.

The next day, my account was blocked.

Hello Jackanrick,

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

Could you please advise if your account is already verified and if yes, since when exactly? 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 you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

They never asked to verify my account, they just blocked it

Casino games

I didn't accumulate winnings, my account was only blocked

The last time I spoke to them was about this situation, but they said they would sort it out and stopped replying to WhatsApp.

Dear Jackanrick,

Since when is the withdrawal pending? Do you have any official communication between you and the casino (e-mail or live chat) as it is not possible to determine who is the chat with on Whatsapp?

Hi Nick

Since Thursday the 22nd

This is the only official communication I have with the casino, the support button on their website directs to whatsapp

Dear Jackanrick,

Please note that we recommend to wait at least 14 days for any withdrawal. Let us know in case it would take longer. Until then, I can only recommend to wait.

Hi Nick

But they blocked my account, for no reason, and they don't answer me on support anymore

Thank you Jackanrick for all the information provided so far. I will now forward 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

Hello Jackanrick,

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 Valeno.bet Casino to join the conversation.

Dear Valeno.bet Casino,

Could you please clarify the specifics regarding the blockage of the player's account? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

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 Jackanrick,

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 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. Although Valeno.bet Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

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

Best regards,

Michal

Casino Guru