Epicbet Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

Hello, the casino just closed my account and stole more than 400,000 Chilean pesos from me. I uploaded all the documents they asked for and passed the KYC, they accused me of fraud and sent a generic email about the decision they had made.

I've never had a problem at other casinos, I need help because I need that money; you play thinking you won't have these arbitrary problems.

Hola, el casino me acaba de cerrar mi cuenta y me robo mas de 400.000 pesos chilenos, subi todo los documentos que me pidieron y aprobre el KYC, me acusaron de fraude y enviaron un correo generico sobre la decision que habian tomado.

Nunca habia tenido problema en otros casinos, necesito ayuda porque necesito ese dinero, uno juega pensando que no tendra estos problemas arbitrarios.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello,

Could you tell us how long you were a casino player and exactly when your account was blocked?

A: I was a player for 1 month and my account was blocked 3 days ago.

How did you find out that your account was blocked?

A: After sending my bank statement, I received an email saying it was blocked.

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

A: I played casino slots and sports.

Did you achieve your current balance with the help of a bonus?

A: Yes, with the welcome bonus

Hola,

¿Podría indicarnos cuánto tiempo fue jugador del casino y cuándo exactamente se bloqueó su cuenta?

R: fui jugadora por 1 mes y se me bloqueo hace 3 dias

¿Cómo te enteraste de que tu cuenta estaba bloqueada?

R: despues de enviar mi cartola de banco me llego un correo que estaba bloqueada

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragaperras, juegos en vivo, apuestas deportivas)

R: jugue slots casino y deportes

¿Lograste tu saldo actual con la ayuda de una bonificación?

R: Si con el bono de bienvenida

Thanks for the detailed explanation of the situation.

• Could you please specify which payment method you have used to deposit in the casino?
• Which documents were you required to provide during the verification process?
• Which particular welcome bonus have you activated? Share a screenshot or a link with me

My email is tomas@casino.guru

Looking forward to your reply

Hello, I used the Chilean Mach account and they asked me for both sides of my ID and a bank statement showing my deposits.

Hola, utilice la cuenta mach de chile y me pidieron mi DNI por ambos lados y una cartola bancaria de mis depositos..

Thanks for your reply.

Please note that the website offers several welcome bonuses. Could you please specify which one of the currently or previously available bonuses you opted for, to your knowledge?

Looking forward to your reply.

Dear catalina99,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru