Vbet Casino - Player's account has been blocked.

THIS website is locked my account without any reason. they said we are able to lock players account without any reason. And i had about 60000-80000 usd in my account balance. i never activated any bonus. they said "The balance that you have at the moment in your account is the cashback from casino which is not withdrawable". Please help me. they are just locked my account because of winning big amount of money.

Dear developer20010605,

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. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

i was playing pragmatic play -> live"Mega Baccarat". and won most of the balance from it.

Thank you very much, developer20010605, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello developer20010605,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Vbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Vbet Casino,

Could you please state why the player's account got blocked without the obligation to pay the player his funds?

Thank you in advance for providing the information.

I'm still waiting here. They are just scammed me because i have won bigger.

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 developer20010605,

I have tried to contact the casino outside of the complaint and I am awaiting their response. I will extend the timer by additional three days.

Your patience is much appreciated.

okey. im still waiting

Hello developer20010605,

Unfortunately, the casino representatives have not contacted me back for a long time and my last messages have not been even read. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not 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 that you contact the responsible gaming authority - C.I.L. (Curaçao Interactive Licensing N.V.), and submit a complaint to them (info@curacaolicensing.com and/or helpdesk@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note that this is a rather passive licensing authority and may take longer until it responds.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Best regards,

Stefan, Casino.Guru