Vbet LatAm Casino - Player’s withdrawal attempt leads to blocked account.

I attempted to withdraw R$800,00 but they simply rejected it and then blocked my account for no reason at all. I am already VERIFIED on their platform and have made withdrawals in the past.

They claim my account is under surveillance and there's no estimated time frame for unblocking it, giving no reasons whatsoever.

My money is in there and I can no longer even access the platform because it displays that the client is blocked!!! Terrible experience

Dear larinovaes,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

Good afternoon,

I joined the Casino in May of this year, my account was blocked on 10/07/2023

I played slots to build up my balance.

I reached the goal with my real money, without bonuses.

Could you please send me the correspondence between you and the casino regarding the issue? Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

Good afternoon Tomas,

I sent it to your email as requested.

Thanks

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

Thank you larinovaes for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vbet LatAm Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

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 Curacao Interactive Licensing (helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter