Vbetcrypto Casino - Player’s account has been locked for review.

Hi. On 09.07 I was playing slots on vbet.com, page reloaded and I was logged out. Tried to log in and got "Client locked". After that I contacted support chat and they told me that "my account history is under review". After that I contacted email support, and they told me the same. No certain time when it will be finished or something, about 10 times more I contacted them and the same result. At the moment it` is blocked for 18 days with no explanation and no time limit. I know that I should wait before their reply, but hope you can understand that 18 days is more than enough to perform any kind of checks, or at least make some updates. Hope you can help me out. Thanks in advance!

Hello blueray,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vbetcrypto Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you play with real money or with an active bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi! Yes, my account is verified since May as I was registered there. I played for real money. Last time I contacted them 4 days ago.

Hello blueray,

Did you play casino games or sports betting? Did you use your own payment method to deposit into the casino? Did you ever request for a withdrawal from the casino before and did you receive it?

Mostly I played casino, but sometimes also made sport bets. Deposits were made by crypto payments (trx, ftn) , yes I made withdrawals before also with crypto payments and it were succesful.

Hello blueray,

Such review which takes multiple weeks are in most cases related to sports betting or bonus play. Did you claim any kind of bonuses in the last few days/weeks before your account got closed?

34 days by now, bonuses from "wheelinoare" only. This is pure scam to suspend my funds for such period of time. You want make a "check" if 34 days not enough it is over. There is no chance to find some violations, the only option to compose some dumb only.

Thank you blueray for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi blueray,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Vbetcrypto Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

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.

51 days already, my account 4 months old, 2 of which it is blocked. "As you may be aware, for the security of all players, and to ensure fair-play, the checking of customer betting history is normal procedure instigated by departments within the company, and there is no need for you to worry" - stands for scam. If these scammers had a smallest intention really to check betting history of whater, it is supposed to be done as max 5 weeks before. You can also notice, that they are not even responding because they have completely nothing to say, incompetent support can not even put 2 and 2 together.

Dear blueray,

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 Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (tomas.k@casino.guru).

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

Best regards,

Adam