Vbet LatAm Casino - Player's account was blocked.

Good afternoon,

I am encountering issues with the Vbet LatAm platform. My account has been unjustly blocked and they refuse to unblock it.

I began playing on the platform due to the FTN freeroll series, which I was unfamiliar with. I only participated in the FTN freeroll series tournaments.

I set up a standard account and played the FTN freerolls, managed to achieve some winnings but couldn't find the balance on the poker platform, thus I created an FTN account in an attempt to locate the balance and play using the FTN credit from the freerolls. I was unaware that this was a violation as I didn't know the platform well, even now I don't know if this is an infringement because the platform offers the option to open this second FTN account.

I continued playing the freerolls, however, I sometimes logged in under the standard account and at other times under the FTN account. I kept getting confused when logging in between the two accounts. Also, I had no knowledge that I wasn't supposed to use the FTN account to play the freerolls. Even today I'm not certain whether this was a wrongdoing as I am still unfamiliar with the platform. However, I didn't play from both accounts simultaneously even once. I only played on one device at a time. 

In doubt when I was logging in to play the freerolls, I didn't know whether to use the standard or FTN account. Occasionally, I inadvertently logged in under the FTN account. I was previously unaware of the platform and didn't understand about these two distinct accounts. 

Let me reiterate, I didn’t play on both accounts at the same time, ever. But I got confused while logging in to either the standard or FTN account to play freerolls. I only played on one device.

When I was partaking in the last freeroll tournament, I logged in with the FTN account, when I lost the match, the re-buy option appeared, so I opted for the re-buy using the FTN freeroll credit.

The platform then blocked my account. I've sent numerous emails explaining the situation but to no avail. Their emails are of no help.

I have a balance of over 300 Euros that I won in the freerolls but I know they’ll go to great lengths to hinder any withdrawals. Their emails are unhelpful and resolve nothing.

I would like my account to be unblocked, but given their level of support, I doubt they'll even hear me out. The support is terrible.

I at least wish to be able to withdraw the funds I've won honestly.

Can you assist me?

Dear Milton2023,

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. Do I understand correctly that you created and used two accounts at this specific casino? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Good afternoon Kristina, how are you?

I just created a Vbet account and I'm an exclusively poker player. After winning a few freerolls, I noticed that the balance didn't appear on the poker platform. I tried looking for the balance, it's obvious. I noticed that the platform itself provides a second login option, ''Login in FTN'' So I did this second login and was forced to create a second nickname to enter, because the default nickname was already existing. So I created this second nickname and signed in. The balance I won from the freerolls was there, on that second login.

It is important to say that I only thought about doing this second login because I was looking for the balance of the tournaments that I had won. And that the poker platform itself provides this option.

Even though I was very confused because I had never seen two logins on the same platform, as I found the balance in ''Login FTN'' I thought everything was fine and I continued playing the freerolls of the series, I only played freerolls tournaments, I played alternately, sometimes in the standard login and others in FTN login.

So answering your question: I created only one account. On that same account, I created 2 logins, one standard and the other in FTN. The poker platform itself provides these two different logins. Default login and FTN login. And I alternately played the freerolls, sometimes with the standard login and sometimes with the FTN login. I didn't know this wasn't allowed, so far I don't know if it's allowed or not.

It's always important to say that I haven't played on both logins at once. And I only played on a single device. I play on all poker platforms, never had a problem with any. I didn't commit any fraud. I may have made a mistake regarding these 2 different logins, because as you can see, it's very confusing. For a new user of the platform as was my case, it is not easy to understand at first.

The case summary looks great, with just one correction: I only created one account. And on that same account, the poker platform itself provides two login options. Standard account and FTN account. These two logins cannot have the same nickname. So I created two different nicknames, one for the standard account and one for the FTN account.

I'm sure I made a mistake about that, but I never thought they would block my account. I repeat: The platform itself offers the option of a second login, called ''Login FTN'' when I entered the second login, ''Login FTN'' I found the balance of the frerrolls I had won, however confusing the 'platform , I thought it was all right because the balance was there.

I accumulated winnings without any bonuses, only freeroll prizes. I tried to contact the casino by email but they didn't take my emails into account.

Thank you very much, Milton2023, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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 Milton2023,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vbet LatAm Casino to join the conversation and participate in the resolution of this complaint.

Dear Vbet LatAm Casino,

Can you please clarify the situation regarding the confiscation of the player's winnings and blocking of the account?

Kind regards,

Adam

Hello Milton2023,

I have made contact with the casino and they require your Player ID number for your account in order to look into the situation. Can you please provide it here so I can forward it to the representative?

Kind regards,

Adam

Hello Milton2023,

I have passed the information on to the casino so that they can look into the situation, we will await a reply from them.

Kind regards,

Adam

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.

Hello Milton2023,

I have since made contact with the casino via Skype and I am waiting for more information. I will therefore extend the timer accordingly while we await their response.

Kind regards,

Adam

Good evening, how are you?

No problem, thanks for trying to help me.

Once again I reaffirm that I just made a login error because I didn't know the platform. The platform itself offers two different types of logins and I played the freerolls alternately on the two different logins. (standard login and FTN login)

I have not committed any fraud or intentional irregularity. I haven't played on both logins at the same time.

I still believe this can be verified and clarified and that my account can be unlocked.

Thanks.

Hello Milton2023,

I have tried to contact the casino repeatedly but had no further response. 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 as mentioned.

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 C.I.L. - Curacao interactive licensing authority (info@curacaolicensing.com) and submit a complaint to them. The authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

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

Best regards,

Adam