Complaint #15 Betroom24 Casino

Closed account and delay deposits

By SOLano

1 year ago

Hello. Help me figure out what to do with this casino. My username is. My account was closed along with my deposits and winnings and no explanation was given. I lost access to the email that was linked to my account. I wrote to the support chat on the website and to all addresses of this casino. I have never received an answer by email, and in the chat they say that I need to wait for an answer by email. They just ignore me. I wrote from several different emails, but there was no answer. This has been going on for over a month. I do not know how to contact the casino, they can’t solve anything in the chat and have already promised many times to pass the information to the appropriate department, but nothing has happened. Please return my money to me.

Disputed Casino Betroom24 Casino

Reason Account closure

Amount €200

Discussion

AskGamblers

• Support Team

9 months ago

Dear @SOLano,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Betroom24 Casino

• Representative

9 months ago

Dear all,

After careful review, the players account has been reopened, funds reinstated and withdrawal enabled. After the withdrawal has been processed, the account will be closed.

Thank you,
Betroom24 Team

AskGamblers

• Support Team

9 months ago

Dear all,

This complaint has been reopened as per Betroom24 Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

SOLano

• 1 reviews

1 year ago

I think this is a mockery from Betroom24. Sports data provider Digitain provides information on customers' bets within 1 day.

Betroom24 Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $233

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Betroom24 Casino Complaints

See all complaints for this casino

Didn't pay all my winnings

Hello I opened this casino in 2023. After some playing I found interesting/better offers in anoter one and resign for playing. In 22 Feb I logged again to the Casino and play some sport betting. I made deposit and have won amount like 400 euro. Next day they wrote to me the email that my account is suspended because I can get only one account. I was really surpised because I have the some internet provider and the same laptop since 2017 so I didn't try to do muli -account or bonus hunting. I wrote about it to support and they decided to re-open my account. I saw that my balance is over 80 euro but at night was over 400 euro. So I withdraw this amount and asked them what happened with the rest of money. I did screens of my winnings to prove that I fairly won this money. I wrote to them twice and asked what happened but they didn't respond. So I decided to write a complaint.

Resolved

€400

Account Blocking

Hello. Yesterday, 10/08/2024, I encountered an unpleasant situation. I recently registered at this casino and made several deposits, which I used for sports betting and slots. When I had a certain amount of money on my balance, I tried to make a withdrawal of $ 140. I waited for the payment to be processed for more than 10 hours and after that the payment was canceled. The site states that there is a 24/7 live chat. I really saw it, but after my payment was cancelled, this chat disappeared. I looked for it on every page, tried to log in through incognito mode, but nothing helped. As soon as I went to the site from another computer, the chat immediately appeared.

This seemed very suspicious to me. I contacted the chat for help, provided my login to find out why the payment was canceled. I was told that I needed to send a photo of my ID, proof of address, and a screenshot of my e-wallet by email, since I made a deposit with cryptocurrency. I sent all the documents and received a fairly quick response that my account was blocked. I will quote the company's message:

"Our security tool has detected a breach of our General Terms and Conditions under section Restricted Territories.

Kazakstan is a prohibited country and you have chosen different country to pass registration form.

"It is players responsibility to adhere to national legislation in its country. If a player opens an account in a prohibited country then we are not obligated to refund any funds you may have won or wagered in this instance.

Please provide us with your USDT TRC20 address and we will return your deposit

Account is terminated."

I live in Uzbekistan and during registration I was asked to select a country and write an address. At the same time, I am a citizen of Kazakhstan. I provided all documents confirming residence in Uzbekistan. Also, I sent my current location. The company's rules do not indicate that players from Kazakhstan or Uzbekistan are prohibited from playing. At the moment, support does not give any more answers. At the time of blocking the account, the balance was $ 527.

I have not violated any rules. I will provide all screenshots with correspondence and other important moments. I ask the AskGamblers website to help sort out this situation and get my winnings. Thank you!

Resolved