Bet Casino - Das Spielerkonto wurde geschlossen.

The site canceled my account, which had 500 euros, and the amount was stolen from the site.

Сайта ми занули сметка от която беше 500 ерео сумата беше открадна от сайта

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Dear Nedjat91,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

I mean my balance was zeroed out.

and the amount was 500 euros

Искам да кажа че баланса ми беше занулен

а съмата беше 500 евро

Dear Nedjat91,

Thank you for your reply and for providing the previous details.

Could you please clarify:

• What specific reason the casino provided for canceling your account and removing your balance?
• When you first noticed the cancellation of your account and the missing funds?
• Whether you made any deposits or withdrawals shortly before your account was canceled?

Additionally, if you have any other communication with the casino, please share it. This can include screenshots, emails, or chat records. You may send all documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Nedjat91,

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.

You have a winning amount of 500 euros, the casino just took my winnings and my balance became 0.

имаш спечелена сума от 500 евро казино просто ми взе печалбата и баланса ми стана на 0

The problems with this site continue, the problems are very serious with the site, the staff does not take any attitude, the casino staff refuses to help me, I have videos of how certain games at the moment that should give me a profit, they throw me out of the game and the profit is not paid

Проблемите със този сайт продължава проблемите са ми мн сериозно със сайте от персонала не взимат никакво отношени персонала от казиното отказва да ми съдейства имам клипове как определени игри в момента който трябва да ми изпатят печалба те ми изхвърлат от играта и печалбата не е платена

Dear Nedjat91,

Thank you for your reply and for providing the previous details.

• Could you please clarify whether the amount in question represents your balance or your winnings?
• Additionally, could you provide any further evidence/communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all relevant documents to petra.h@casino.guru or post your screenshots directly in this thread.

Thank you again for your cooperation.

The amount is a balance

I don't have any evidence.

I don't have any photos.

Сумата е баланс

нямам никакви доказателства

нямам снимки

Dear Nedjat91

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

From what I've seen so far, I can say that you have no rights either and I think there's no need to continue this communication any longer.

От това което Виждях до сега мога да каже че и вие никакви права нямате и мисля че няма нужда повече да продължава тази комуникацуя

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi