The player from Bulgaria had their account blocked without further explanation. The casino informed us that there was a suspicion of a breach of the Terms and Conditions and therefore, closer investigation was required. After concluding the investigation, it became clear that the player had not breached any rules and their access to their gaming account was fully restored. The complaint was closed as 'resolved'.
WinBet Casino BG - Player’s account has been blocked.
Amount: 200 лв
WinBet Casino BG
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, my account has been locked for 6-7 days and I do not have a response to the numerous emails for the reason
Automatic translation:
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3 years ago
Hello mimi8181,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino didn’t provide any further explanation regarding the blocked account? Are there any funds being held by the casino? I assume, based on the disputed amount, that you had 200 лв left in your account. Is that correct?
Would you be so kind and send me all the relevant communication between you and the casino (if there is any), so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
There is about BGN 200 in my account, I tried to communicate via live chat, but there I was told to wait for an email that never comes
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3 years ago
Thank you very much mimi8181 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Dear mimi8181,
I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.
I would like to invite WinBet Casino to join this thread.
Dear WinBet Casino,
Can you please explain the reasoning behind the decision to block the player’s gaming account?
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3 years ago
We would like to ask WinBet 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’.
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3 years ago
Translation
The account is unlocked after almost 2 weeks of waiting, without any information !!! thanks
Automatic translation:
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3 years ago
Thank you, mimi8181, for confirming and for using the Casino Guru complaint resolution center. I’m glad that the situation has been sorted. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
