On May 31st 2023, my account got suspended. I have had there 1 pending withdrawal on around 800/900 EUR (requested on May 20th) and another around 200/300 EUR in my balance. Just after suspension I have received this e-mail from support@bet24star.com:
"Hello,
Your account has been suspended from the Fraud department, as there has been some suspicions that need to be checked.
We will contact you again once we have the final answer.
Regards,
Bet24star"
It was 31.05 and I have not received this "final answer" until now despite I have been sending many e-mails to them.
Before being suspended I have been doing everything according to the terms and conditions of this casino. I am 100% sure about it because during play and before making every deposit and getting every bonus I have always been in touch with casino consultant on the chat and I have been asking for everything like maximum bet per spin, wagering requirements and excluded slots.
Out of nowhere on 13.07 I was informed by their financial department (finance@bet24star.com) that "according to the terms and conditions, you are eligible to receive a 100 EUR payment."
I'm sending below screenshots of my all correspondence with them.
There are many things we need to clarify from the casino, I'd say. Starting with the result of this inspection handled by the fraud department and ending with the explanation concerning the 100 EUR payment. 🤔
Luckily, you came here and already took advantage of the free complaint feature we offer to players in need. Hopefully, through this feature, the whole situation will be cleared out soon.
For that, please update the complaint, use this link to start with that.
Thank you!
I am grateful for your will to help. My complaint has got updated.
Regards!
You're welcome. Could you also update us on the forum if you hear anything new from the casino ? I think we and other players would appreciate it, as it is a direct player experience. In many cases, this can be useful if someone is deciding whether to deposit their money in a particular casino.
I hope your case will be solved soon. Good luck. 🤞😉
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