Refusing to cooperate for a withdrawal

Had my account blocked for logging in from my work computer that had to be on a VPN and completely stopped communicating with me. I have emailed numerous times to try and get paid the $19,700 balance that I have in the account to no avail. The terms (section 1.6) do not clearly state that use of VPNs are not allowed and unless used to access their site from an illegal country or to mask your current actual location which is not the case for my account at all. My account has been fully verified, including my proof of residence. This is just another Curacao book that will look for any reason not to pay legitimate winners. It's a great site if you are looking to just go casually lose some money but if you win don't expect to be treated well and you absolutely run the risk of not getting paid.

Please see below for the only mention of VPN service in their terms:

6. Access to certain Services on the Website may not be legal for some or all residents of or persons present in certain countries. We do not intend that the Website and Services be used by persons in countries in which such activities are illegal. It is the Customer’s responsibility to make sure to not use a VPN, proxy or similar service that masks or manipulates the identification of your real location, or by otherwise providing false or misleading information regarding your location or place of residence. Betfinal.com reserves the right to ask for proof of address from clients and to suspend their account until satisfactory documentation is provided.

I am located in the province of Saskatchewan in Canada, which is a legal country. I have never tried to access Betfinal (or any other web site for that matter) from outside of Canada. The VPN service on my work computer was a forced security precaution because I worked for a Financial Institution and was forced to work from home during a pandemic. I have adhered to all their requests and answered all their questions honestly, yet they have blocked my account, stolen my legitimate winnings, and refused to answer my emails.

At the end of September casino sent me strange email asking to explain the "connection with other accounts and game tactics". I was surprised by that but I calmly explained that I have only one account with username DanPro. Also I told them that I played my favorite game "Jackpot 6000" till I started loosing there and decided to change the game. Is it illegal? I has been waiting for casino to reply for 2 weeks (my account is blocked) and today they sent email about my account closure because I have more than one account!! I am really mad now as the accusations are ridiculous and are just the reason to void my winnings. My full amount of win is 3289.25 EUR. I have attached screenshots of emails from casino for your convenience. Please review them and help me to return my win.

BetFinal Delay Payment.
Hello, I won 500euro at slots on Betfinal Casino, made withdraw request on 30.06.19 and still didn't get my money, support don't answer my emails, here is the screenshot of transaction history, i uploaded all documents but didn't receive any reply from them. I hope you will help me to get my money.

After I opened my account in April, got a welcome bonus and played a few days had I won almost 1000 EUR. A few days later I couldn’t access my account so I contacted Betfinal and after a few days I got an email back telling me that their Norwegian page had been blocked and that their services in Norway has been closed. Since I had an active bonus that I couldn’t finish I lost al my winnings. They paid me back my deposit but I mean that this is not my mistake and that Betfinal should pay me back my winnings as well.

In late December I tried to log in to my account and it said the following message:
"Temporarily unavailable Your country is:SE Please contact support on [email protected] for more info."
I emailed and got response in 20min. It has now been almost a month and I still cannot log in. I have around 30 000 SEK in my account so I sent email again a week ago to Betfinal but haven't received any answer.
What should I do?

I can't log in to my account for 3 weeks now. I requested a withdrawal but I have never received it. I have (had) about 700 EUR balance.
They replied the following: "This message is caused by technical changes by our provider and currently appears for each and every account. We are working under high pressure on a quick solution. However, we are at this point unable to answer when this will be the case."

"While Christmas just passed and the New Year is around the corner we would like to update you regarding the status of our technical upgrades.

As you already noticed, Betfinal has been unavailable for customers residing in certain countries. The background of this was an unexpected change on provider side. As you can imagine, this has caused a lot of issues for us in the worst possible time of the year.

We however have tackled the issue and are in the final steps to provide all our customers with a solution in the first week of January no matter in which country you are residing.

Please accept our apologies for the delayed updating, but our support team is doing their best to cope with the amount of requests and to answer all emails.

Please also note, that all pending withdrawals are taken care of and if you wish to request a withdrawal of your funds in your account, you will be able to do so shortly. Unfortunately it is not possible to process any withdrawals upon email request.

We wish you a great start into the new year 2019 and will get you updated at our earliest."

A time ago, my winnings was confiscated by Betfinal. But in a email, they said that they have credited back my deposit for me to make a withdrawal from. But when i try to log in to my betfinal account, it says im expelled. Then when i tried to contact their helpdesk for assistence, they said that they because i was expelled, they will not answer me anymore. But i want my deposit back of 2000 sek.

Befinal have closed my account since I did withdrawal on 28-august. The account has been under investigation to this week when received an email saying the account should remain closed. They have not returned the funds in the account. Or giving me explanation.
I have sent several emails but they don't respond.


Dear ,
Due to recent activity in connection to your account at Betfinal.com, we regret to inform you that your account will remain closed.
If you want to dispute your case please get in contact with our legal team at [email protected] and they will respond to your questions regarding our decision.
Best regards,
Betfinal Legal team
[email protected]
Betfinal.com
Final Enterprises N.V.
Dr. M.J. Hugenholtzweg z/n
Curaçao


Dear Niclas,
We have now investigated your account and withdrawal, and we have decided to temporarily close your account for futher investigation due to breach of our terms and conditions.
We will notify you by email as soon as we have reached our decision.
Kindest regards,
The Betfinal Fraud Team

Hi!

I have been a customer of Betfinal since February 2017. My account was fully verified shortly after opening the account, and I have made some deposits and withdrawals during the 1,5 years I've played at Betfinal. Up until now always I have always been happy with the experience at Betfinal.

On August 18th 2018, I was invited to Betfinal Ultras, a "VIP club" promising quicker withdrawals, higher limits and some exclusive bonuses. I took up the offer of a Ultra reload bonus and played through the required roll over amount. After clearing that bonus, I made a few more deposits for other promotions they had running at the time.

On August 28th 2018 I submitted a withdrawal of 27259 SEK (apx €2600).

On August 31st 2018 I tried to log in to my account to check on the progress of the withdrawal, but was not able to log in. Instead I was met with a popup informing me: "Access denied. For more information, please contact Customer Support"

I asked them what this was about and received an answer on September 1st 2018:

"Dear xxx,

We have now investigated your account and withdrawal, and we have decided to temporarily close your account for futher investigation due to breach of our terms and conditions.

We will notify you by email as soon as we have reached our decision.

Kindest regards,

The Betfinal Fraud Team"

Then another mail on September 7th, 2018:

"We are still investigating your account, and your account will stay temporarily closed for further investigation until we have reached our decision.

We will notify you by email as soon as we have any more information.

Have a great day."

Since then I have not heard anything back from Betfinal, even though I have sent them several emails during the last month asking for clarification and updates on my case.

Asking for your assistance on this case,
Thanks in advance.