02 December 2019 when i tried to log into my 18bet account that has around 4800-4900 euro balance but i couldn't and saw message that the account is closed. And to this day I still can’t log into my account. As i was not asking for account closure i assume it was closed by casino management. Last time i successfully signed into my account was 15 October 2019. There was no correspondence about account closure on my e-mail, and no funds were paid to my neteller account or my card. But casino stopped sending promo e-mails from 2 november, so thats probably a time of account closure. I sent e-mail to support and received no answer by this time. Chat support tells nothing.
Account opened on 18.06.2018, account was verified long ago, i played mostly on casino section. Balance was there because when i previously tried to withdraw 15 october and 24 july casino asked for fresh utility bill and i had none available at that moment. Last deposit to 18bet was made 05 april 2019 and last time i received a withdrawal from them was 21 july 2019 for 4000 euro (to my neteller account), around 4800-4900 left on account.
As casino support is unresponsive and i can not get explanations why the account was closed i need help from third parties in resolving this. I'd like to reinstall account and get my funds paid.
Chat transcripts Chat started on 05 Dec 2019, 10:20 PM (GMT+0)
(10:20:20) *** Artem joined the chat ***
(10:20:20) Artem: Why i see message account closed?
(10:21:22) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.
(10:22:23) *** Stan D. joined the chat ***
(10:22:26) Stan D.: Hello.
(10:22:33) Stan D.: May I have your username so I could better assist?
(10:23:08) Artem: *******
(10:23:20) Stan D.: Thank you, allow me a moment to check, please.
(10:25:58) Stan D.: Yes, I can see that you have sent an email regarding this matter. Please kindly await for a reply from our side.
(10:26:03) Stan D.: You will be contacted as soon as possible.
(10:28:52) Artem: Then tell me my account balance please
(10:29:19) Artem: it was around 5000 i need the exact amount
(10:30:46) Stan D.: Yes, correct, however, as I mentioned, you will be contacted with the full details regarding this matter as soon as possible.
(10:30:55) Stan D.: This is all I can share as information at the moment.
(10:31:48) Artem: Correct but i can not write everywhere "around 5000"
(10:32:06) Artem: it was 4850-4860 i just need the exact number
(10:33:12) Stan D.: As I mentioned, you will be provided with all the details in a reply to the email you have sent. This is all the information I have at the moment.
(10:38:52) Stan D.: Since there has been no reply from you for over 5 minutes, this chat session is to be considered finished and will be closed. Thank you for contacting our live support. Should you require further assistance, please feel free to contact us again anytime.
(10:38:54) *** Stan D. left the chat ***
(10:39:49) *** Artem left the chat ***