Campeonbet Casino - Аккаунт игрока заблокирован.

I have been trying to pay out my money for almost 2 months and the support kept giving me other reasons why this is not possible until we went round in circles and you asked again for what I had already sent you. After 1 1/2 Campeonbet asked for a Skype video verification after which they blocked me and withdrew my money instead of paying it out. The fact that you do not pay out happened to two friends of mine, but their accounts have not yet been blocked.

Ich habe seit fast 2 Monaten versucht mein Geld auszuzahlen und immer wieder wurde mir vom Support andere Gründe genannt wieso dies nicht möglich ist bis wir uns im Kreis gedreht haben und Sie wieder das gefordert hatten was ich ihnen bereits zugesendet hatte. Nach 1 1/2 forderte Campeonbet ein Skype Videoverifizierung nach welcher Sie mich sperrten und mein Geld entzogen haben anstatt es auszuzahlen. Das Sie nicht auszahlen ist auch 2 Freunden von mir geschehen wobei deren Account noch nicht gesperrt wurden.

Dear madinageld,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino didn’t provide any further explanation regarding the blocked account? Have you accumulated your winnings with or without an active bonus? 

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, first of all thank you for your answer. I don't know at the moment whether I should reply to this via this platform or just send them an email, so I'll just do both. The casino gave me an explanation and they claim that I am not the account holder, although it would have been very easy to compare me from the video with me from the passport that was sent. It looks like I have "failed to answer crucial questions" with no further explanation given. So you are claiming that I am not me and then you accused myself of fraud in order to be able to withhold my money. I earned my winnings without a bonus or a large part of the money is my deposits because I deposited around € 700.00. I just checked and saw that I had a LOYALTY bonus, which the casino voluntarily gave me to make a deposit, but I had not used it or deactivated it directly. So my entire profit was earned by myself. I will send you this text and all pictures again by email. Many thanks for your help.

Hallo, erstmal vielen Dank für ihre Antwort. Ich weiß gerade nicht ob ich über diese Plattform hier antworten soll oder ihnen einfach eine Email senden soll also mache ich einfach beides. Das Casino hat mir eine Erklärung mitgegeben und zwar behaupten Sie, dass ich nicht der Account halter bin, obwohl man ja ganz leicht mich aus dem Video mit mir aus dem gesendeten Pass vergleichen hätte können. Ich bin wie es aussieht "gescheitert entscheidene Fragen zu beantworten" wobei keine genauere Erläuterung mitgegeben wurde. Also behaupten Sie somit, dass ich nicht ich sei und haben mir danach Betrug vorgeworfen um mein Geld einbehalten zu können. Meine Gewinne habe ich ohne Bonus erspielt bzw. sind ein Großteil des Geldes meine Einzahlungen da ich ca. 700,00 € eingezahlt habe. Ich habe gerade nachgeschaut und gesehen, dass ich einen LOYALTY bonus hatte, welcher mir vom Casino freiwillig extra zu einer Einzahlung gegeben wurde aber diesen hatte ich nicht genutzt bzw. direkt deaktiviert. Somit war mein kompletter Gewinn selbst erspielt. Ich werde nochmal diesen Text und alle Bilder ihnen per Email zukommen lassen. Vielen Dank für ihre Hilfe.

In the meantime I can log into my account again, but my money is still not paid out, although the payouts say "complete".

Mittlerweile kann ich mich wieder in meinen Account einloggen aber mein Geld ist trotzdem nicht ausgezahlt, obwohl bei den Auszahlungen "complete" steht.

Thank you very much madinageld for your reply. Have you tried contacting the casino regarding the reopened account? If there is any other communication regarding this situation, please forward it to me as well.

Hello, yes I have contacted the casino regarding this. The answers I get don't really make sense, because a standard email always comes back stating that my account has been blocked for the reasons already mentioned. I still have access to this account.

Hallo, ja ich habe das Casino diesbezüglich kontaktiert. Die Antworten welche ich erhalte ergeben keinen wirklichen Sinn, da immer eine Standard Email zurück kommt in welcher steht, dass mein Account aus den bereits genannten Gründen gesperrt wurde. Zugriff auf diesen Account habe ich aber weiterhin.

Thank you very much madinageld for your cooperation so far. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi madinageld,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Campeonbet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Campeonbet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi madinageld,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter