Ag Awards

BetRally Casino - Closed my account and took my winnings without any explanation

Complaint Info
Disputed casino BetRally Casino
Reason Casino terms violation
Amount $ 420
Inactive user
Posted on December 15, 2016

I was registered in Betrally casino. I won about $200 and decided to withdraw it. I sent them the documents on an email: passport and utility bill.
In reply I received a letter that my account is verifed and updated.
After that 12.12.16 I played and won about 220 usd. I made withdraw request.
After I made withdraaw request I asked support when will I get my winnings. They said me to wait for 24 hours.
Today 14.12.2016 I received a letter that my account is closed. I decide to ask what happened, I was told that I broke t&c and gave me a link of t&c without saying what rule I broke.
But I didn't break any rule.
I ask to help to return my honestly won money.

Posted on December 18, 2016

Dear Aleksey,

Your case was carefully managed in terms of verification and fraud-prevention. Although the initially submitted documentation was accepted our additional careful checks on the particular membership specifics resulted in detection of clear fraudulent activity related to ‘manipulating’ individual identity and verification documents. This represents a breach of the applicable Terms and Conditions - lack of compliance with Term #69 and eloquent breach of the Membership Agreement as a result of failed enhanced due diligence.

In this context your promotional behavior comprised a clear breach of Term #44 from the applicable Terms and Conditions. Account membership suspension and forfeiture of all executed account transactions was applied as per Term #44 and Term #70. The deposited funds were returned to the finance source of origin and your account membership was irreversibly terminated.

We did also notify you about this accordingly.

Kind regards,
Betrally Casino

Posted on December 21, 2016

Dear BetRally Casino,

Please provide evidence that player breached aforementioned casino's terms. Evidence please send directly to the AskGamblers Complaint Team at suppor­Â­[email protected]­a­s­kg­­amb­Â­le­r­ Thank you in advance.

Posted on December 27, 2016

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of BetRally Casino where it is clearly displayed detection of clear fraudulent activity related to ‘manipulating’ individual identity and verification documents. Player by these actions breached casino Terms and Conditions #44 and #70, and showed lack of compliance with Term #69.

"44. Any attempt by you to manipulate, abuse, or otherwise profit in an illegal way from partaking in a promotional event, will result in the removal of any bonus funds and winnings, and/or subsequent closure of the account."

"70. According to our Security standards and as per our anti-money laundering obligations, we reserve the right to raise queries or demand documentation related to the source of the deposited funds. If the provided inform­ati­on/­doc­ume­ntation is not viewed as satisfactory Betrally may suspend/terminate the customer’s account and pass on any necessary information to the relevant authorities."

"69. Betrally reserves the right to demand any customer to provide sufficient documentation to be satisfied in its absolute discretion as to the customer’s identity prior to Betrally crediting any Promotion, bet, offer or any payout whatsoever in favor of the customer."

And since AskGamblers Complaints Service is designed and meant to help honest players with real troubles, it is now obvious that this is not the case with this particular issue. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being rejected and player has been restricted from using AGCCS from now on.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy