Bettilt Casino - Аккаунт игрока отключен.

Let’s start from the beginning. I had an account in casino360 and tried to withdraw my winnings but struggling with it. The first withdrawal request I made on 28th November and they didn’t manage to process it and so on they vanished and closed bussiness in March. I noticed that my account and all remaining funds was transferred to another Abudantia B.V. casino named Bettilt. So, I successfully passed the KYC veryfication in Bettilt and tried to make a withdrawal request - it was rejected because of that I did’t deposited here yet. While trying to deposit there was an error like in screenshot which I attached, so I asked live chat what is an issue.Meanwhile I placed a few bets. A few days later their support sent me an email with information that Poland is on their restricted jurisdictions list and my account was pernamently locked. The day before this I have read their T&C’s and there wasn’t Poland mentioned in restricted countries, so I believe they changed it when rewieving my case. Also, there is a information on their site that they offer payments in PLN currency. Just have in mind that in previous conversations or KYC veryfication there was any doubts within my country of residence, and I will repeat one more time that I didn’t register here, I was moved from casino360. On 28th March I contacted to bettilt on e-mail but they didn’t reply to me since then, so I don’t even know what are their intentions in this case. All I want is just to withdraw my winnings and I don’t want to put Bettilt in bad light. Thank you for understanding. 

Dear lisiczka2,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m very sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you have placed any bets in Bettilt Casino or the withheld funds are purely the transferred ones?

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

No, I placed some bets there. Originaly total amount transferred was €8820.

Thank you very much, lisiczka2, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello lisiczka2.

I am sorry to hear about your troubles. It is a very unusual case. 

I would like to invite the casino representative into the case. I hope they can give you some suggestions about withdrawing the remaining funds from your account. However, if they decided to close your account because Poland is now a restricted country, we can't do anything with that. Still, they should pay you all the remaining funds from your account.

We would like to ask Bettilt 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’.

Unfortunately lisiczka2, the casino is unresponsive. In this case, I would strongly recommend you contact the casino regulator. (Curacao) Let me know if you need help with that.

Yes, of course. I'd appreciate it.

Please contact Curacao Antillephone N.V.

Use email: complaints@gaminglicences.com

In the email, you should mention:

1) Your personal information:

name (first name, last name and the middle name if you have it), your country of residence, your age

2) Complaint body must include:

casino name + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

+ link to the complaint on Casino.guru (https://casino.guru/bettilt-casino-player-s-account-has-been-disabled)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.

Let me know when you submit the complaint.

I have submitted the complaint

Thank you, lisiczka2, for the update.

I will now close this complaint as unresolved with status: waiting for the regulator's decision.

lisiczka2, please reopen the complaint when you will get the official answer from the regulator or contact me (matej@casino.guru)

Dear lisiczka2,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

I have submitted 2 complaints: one to Curacao E-gaming and another to EM Group which supervises Betitilt and after that Bettilt support contacted me and they paid me out 7868,67 euro which I eventually requested.

Thank you very much for the information. I understand it took a long way to get your money back. I hope you agree that we can close this case as resolved, even though you needed to make lots of effort to get justice.

Dear lisiczka2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes I agree that you can close this case as resolved.

Thank you for the confirmation. I am closing the complaint.