Vbet Casino - Player’s funds confiscated without verification.

Hi there! I’d like to report that VBet Casino has unlawfully confiscated a balance of €3,028 from my account.

A few days ago, I noticed that someone tried to hack my account (access to my account was still not obtained), and the scammers communicated with the casino on my behalf - I found someone else's correspondence with the casino on my email. As soon as I realized this, I immediately contacted the casino to inform them of the problem. Unfortunately, the casino has since blocked my account and has confiscated a significant amount of funds from my balance without providing me with the opportunity to verify my identity.

Additionally, on June 18th, I submitted an official complaint regarding this matter, but unfortunately, I haven't received a response from the casino. I kindly ask for your assistance in resolving this matter. Thank you for your attention and I look forward to hearing from you soon.

Dear katerineKel,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Vbet Casino.

To help us understand and investigate your issue thoroughly, could you please provide the following details:

• The exact date when you first noticed the unauthorized attempt to access your account.
• Screenshots or copies of the correspondence that you found, indicating the unauthorized communication with the casino.
• Any reference numbers or specific details from the complaint you submitted to the casino on June 18th.
• Any additional evidence or documentation that can verify your identity and support your claim.

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

If you have any relevant communications or additional documents, please forward them to petronela.k@casino.guru.

Hello!

I discovered an unauthorized access attempt on June 18 - when the transcription of the chat came to my email.

On June 18, I sent an official complaint. The screenshot has been sent to your email. A reference number was not assigned to my complaint.

The correspondence with the casino has also been sent to your email, as well as my identity document - ID Card. If necessary, I can send additional documents.

I am also sending you confirmations of all my deposits.

Thank you in advance.

Dear Guru,

I also wanted to share an interesting observation: as soon as funds were debited from my account, the scammer's correspondence stopped coming to my e-mail. The scammer could not have been aware that my account balance had reached 0.

Also, for some reason, my communication with the casino's support team did not come to my e-mail.

This seems strange to me. Do you have any thoughts on this?

Hi katerineKel,

I’m very sorry, but from the forwarded screenshots, it appears that someone gained access to your casino account and email address. Unfortunately, we have no means to investigate cybercrime. My only advice is to always keep your login information safe and not share it with any third parties. Please understand that we cannot hold the casino responsible for actions taken by someone who stole your identity and attempted to change the email address registered with the casino.

• Could you please confirm if you received any refund for your last deposit, as mentioned in the forwarded communication?

Thank you.

Dear Guru,

I ask you to familiarize yourself once again with the chat of scammers that came to my email. Judging by their correspondence, access to my account was not received. That is, the scammers were unable to log into my account and gain access to my balance.

Vbet casino blocked my account without explanation or verification, confiscating my winnings. I would like to emphasize that the casino retained the winnings, not the scammers!!!

The casino did not conduct any investigation, no documents confirming my identity were requested from me, I was not even allowed to pass verification.

Agree, it is a very convenient position for a casino.

I am ready to undergo any necessary verification to prove that I have not violated any rules.

I ask you not to close my complaint and allow the casino to join the discussion and provide explanations.

P.s. the casino returned the deposit.

Thank you very much, katerineKel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi katerineKel,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vbet Casino to the conversation to participate in the resolution of this complaint.

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.

Hi katerineKel,

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 might 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 you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-2) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter