Vbet Casino - Player's account remains under review.

My account was blocked more than a week ago.

Support replies that my account is under review, but does not give me a timeframe for the review. I made one bet on soccer and several bets in Baccarat and BlackJack. I don't understand what they can check for so long. My account is fully verified

Dear PutuAgus,

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 how long ago you registered your account?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

I created account 2 weeks ago. I didnt use bonus.

hello. i wait

I'm sorry for the late reply. Thank you very much, PutuAgus, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

hello. i wait

Hello, PutuAgus,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. However, it looks like a routine account activity inspection.

Now I would like to invite Vbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Vbet Casino team,

Could you please explain the situation described above in more detail? What is the estimated time frame to finish the checks on the user's account? Can you please provide us with an update? Is everything alright there?

Thank you in advance for providing the information.

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 PutuAgusm,

Just informing you that I contacted the casino using new available contacts. Therefore, I am extending the timer once again and will wait for a response from them.

However, if no one contacts me back or provides me with relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Unfortunately, PutuAgusm, the casino representatives have not contacted me back at all. 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 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 branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru