BetOnline Casino - 플레이어의 계정이 정당한 이유 없이 폐쇄되었습니다.

I am writing to formally dispute the unjustified blocking of my account and to demand the refund of my funds in the amount of $12,000. I strongly disagree with the actions taken by Bet Online.ag and demand immediate resolution .Please refer my complaint to the Adjudication Service.

Reasons for my dispute are as follows:

1,The company refused to accept official documents that were issued to me by a recognized state body, declaring them invalid without providing any justifiable reason. These documents are legitimate and have been accepted by other institutions without issue.

2,Violation of Personal Rights:

BetOnline.ag has violated my right to privacy and personal space, which goes against the laws of the United States concerning data protection and personal information handling. This is a serious breach of my legal rights.

3,Lack of Justification for Blocking My Account:

The company failed to provide a single argument or explanation regarding how I violated any rules or terms of service. Blocking my account without clear reasoning or proof is arbitrary and unprofessional.

Detailed information about account blocking:

Account Username: B4849043

Account blocking : 01.18.2024

The amount on the account: 12,000 US dollars

I repeatedly contact Betonline, but in response they ignore me. In paragraph 29 of the rules of Betonline, it is written that the customer who does not agree with the decision of the company has the right to challenge and file an application to an outside body to resolve the dispute between the customer and the company. I wrote to them that they violate their rights, in response they ignore me. As soon as I got a response from them, they told me to write a complaint and send it to the post office, so I wrote everything and sent the letter to the post office. It's been more than 5 months, the company does not consider my complaints and does not contact me.

Guru casino, please help me to understand my problem and help me to please return my money, I am ready to provide any screenshots and all documents that will be required to unblock my account and return my money. Thank you. I am waiting for your reply.

Dear karelltim41,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with BetOnline.

To better understand your situation and assist you effectively, could you please provide clarification on the following points:

• What type of games did you play on the platform, and were there any specific games or transactions that might be relevant to this case?
• Could you provide more details about the official documents you submitted? Were they identification documents, proof of address, or something else?
• Did the casino provide any specific explanation as to why your documents were rejected?
• Have you received any additional communication from the casino after sending your letter to their postal address?
• Could you provide us with screenshots, emails, or any other communication you’ve had with the casino?

If you have any relevant documentation or correspondence, please forward them to petronela.k@casino.guru. These details are crucial for us to evaluate your case and mediate effectively with the casino.

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

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Good afternoon 

1.I bet on sports, mainly my bets were made on basketball, NBA league.

2.I sent Betonline my documents (Driver's license, ID card, selfies with documents, proof of employment and salary, proof of address, proof of sale of personal house) to the post office

3.No, they have no concrete arguments. They say that my account is closed by the manager's decision, they do not say why....

4.No, the casino ignores me, if I write to them in chat, they do not dialog with me, just close the chat, breaking contact with me.

5.Yes, I attach screenshots to the message.

I have written hundreds of messages to the mail, in the chat on the site, on the phone they also do not tell me anything and do not explain their decision.

Betonline has changed their rules at the moment, earlier when my account was blocked, in paragraph 29 of the rules, it was written that the client has the right to challenge the decision of the casino if he does not agree, I started to write complaints, but in response I get a fake email to contact Adjudication Service.

Betonline says that Adjudication Service is a company adjudication@sportsbookreview.com , but this mail is not valid , I have attached a screenshot , they do not work with Betonline since 2023 . So Betonline is lying and providing false data, in response to this they are silent and say that the service is working and the mail is valid. Very strange . 

Thank you, waiting for a reply.

Thank you, karelltim41, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.