arcanebet Casino - 플레이어는 잔액을 인출하는 데 어려움을 겪습니다.

Good afternoon. I was offered, decided to try, registered and passed the verification, made the first deposit of UAH 300 and received a bonus of UAH 1,300, made a bet, the bet was played, according to the rules, I paid a tax of 10% of the amount for withdrawing funds, but I never withdrew, there was always some reason to refuse me and to continue paying. but I never received my funds. please help me and solve this issue. I am attaching correspondence with technical support and letters from the director below.

Доброго дня.запропонували вирішила спробувати,зареєструвалася і пройшла верифікацію,внесла перший депозит 300грн і 1300отримала бонусу ,зробила ставку ,ставка зіграла,по правилам внесла податок 10% від суми для виведення коштів,але так і не вивела,постійно виникала якась причина мені відмовити і щоб далі оплачувала.але свої кошти так і не отримала.прошу допомогти мені і вирішити це питання.внизу прикріплюю переписку з тех.підтримкою та листи від директора.

Hello vladamolnar40,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with arcanebet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon. I am very pleased that you paid attention to my complaint and gave an answer, I will be very grateful if you will influence my problem with the casino. I will answer your questions:

My account was fully confirmed on 06.12.2022.

I had only 1 winning bet, I made other funds in real money.

I communicated with the casino for the last time yesterday - the correspondence was about my request to withdraw funds, in response I received a request to send them more funds in the amount of UAH 5,000. I am waiting for your response. Thank you.

Доброго дня.дуже приємно що звернули увагу на мою скаргу та дали відповідь,я буду вам дуже вдячна якщо ви вплинете на мою проблему з казино.даю відповідь на ваші запитання:

Мій обліковий запис повність підтверджений 06.12.2022.

У мене була тільки 1 виграшна ставка,інші кошти я вносила реальні.

Спілкувалася останій раз з казино вчора-переписка була з проханням моїм про виведення коштів,на відповідь я отримала вимагання відправити їм ще кошти в розмірі 5000грн.чекаю на вашу відповідь.дякую.

Can you please clarify what excuses did the casino have? Can you please forward the communication between you and them to nikolas.b@casino.guru?

The excuses were different. I am sending a screenshot of the correspondence to the email address you gave

Виправдання були різними.відсилаю скрин фото листування на електрону адресу яку ви дали

Thank you vladamolnar40 for all the information provided so far. Please note that if you did play sports betting and your withdrawal is delayed because of a sports related term/issue, we won't be able to provide further help as we deal with casino related issues only.

For now, the case seems to be only withdrawal related so I will forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vladamolnar40,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite arcanebet Casino to join the conversation and participate in the resolution of this complaint.

Dear arcanebet Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Adam

Hi vladamolnar40,

I am sorry to hear you have been experiencing difficulties.

We would kindly ask you to double-check whether your complaint is addressed to the right casino, as we do not accept players from Ukraine, have UAH disabled, nor offer sports betting or charge withdrawal fees, and last but not least, have not been unable to identify your email address in our system.

Could you please provide us with a username? We would gladly investigate things further to see how things can be resolved or explained.

Looking forward to hearing from you!

Fred

arcanebet

Thank you for the information, arcanebet Casino.

Dear vladamolnar40,

Please clarify if this is the correct casino, and supply a username so that the casino can locate your account if it is.

Kind regards,

Adam

Dear arcanebet, I have all the evidence that you accepted my registration, the first deposit and the bet. But you no longer allow me to withdraw the funds. I am attaching a photo of the screen below. I also note that after my message to the support service about my intention to contact the cyber police, I was blocked.

Шановний arcanebet,я маю усі докази того що ви прийняли мою реєстрацію,перший депозит та ставку.але вивевести кошти вже не надаєте.внизу прикріплюю фото скріни.а також зазначаю що після мого повідомлення службі підтримці про наміпи звернутися до кібер поліції мене заблокували.

I also provide you with screenshots of letters from the management of arcanebet.

Також надаю вам скрин фотр листів від керівництва arcanebet.

Dear Vladamolnar40,

Thank you for the further clarification.

We are very sorry to inform you that an imposter brand has defrauded you, using our logo and brand name as part of their URL.

Please be aware that this is not us and the only licensed URL is arcanebet.com.

It is essential to always check with the relevant regulatory bodies to make sure the URL you are playing on is licensed and authorized. Doing this will ensure you are playing on a safe and secure platform, with the assurance that all your gaming activities are conducted in a fair and regulated environment.

Unfortunately, there is very little we can do, as a brand, to prevent imposter websites from popping up.

Once again, I am sorry to inform you about this.

Fred

arcanebet

Thank you for the additional information, arcanebet Casino.

Dear Vladamolnar40,

I will look into this further and see what can be done.

Kind regards,

Adam

I will be grateful to you, Adam. I will wait for news from you. Thank you.

Буду вам вдячна,Адам.Буду чекати від вас новин.Дякую.

Dear Vladamolnar40,

I have checked the website in question and appears that it is no longer live or accessible. I am afraid that it seems this is indeed a scam website (it is very suspicious and abnormal behavior for casinos to ask you to pay taxes or sums of money in order to be able to make withdrawals).

Unfortunately, as the website is not accessible and there is no way to contact the casino you have played at, in this case there is no one to turn to for assistance, and we have no choice but to reject this complaint.

I sincerely hope that you do not experience issues like this again, and can only apologize that we cannot be of any more help.

Kind regards,

Adam