Betreels Casino

Dear AskGamblers,

I’m contacting you regarding an ongoing and outrageous issue that I’m having with Betreels casino. I will try my best to capture this problem for you. I participated in a promotion from Playtech’s live casino tournament; the criteria to qualify was to deposit with the code LIVE5K. I won the tournament and took a picture of the leaderboard with my own cellphone for the purpose of avoiding misunderstandings, as shown below. You can see the provided image of the leaderboard where my name is positioned in first place. (Attachment 1)
Secondly, after several difficulties verifying my account on their platform, they acted so unserious because they didn’t want to verify my account with my personal IBAN Swift provided by the bank where I have a state bank account. After several attempts to reach someone reasonable from the support team, my account was verified with the same document they initially refused to verify. The whole drama lasted almost a week for a simple verification. Below are the images of the communication with their live support team where I requested verification.
(Attachment 2,3,4)
Thirdly, when I didn’t know why the prize hadn’t landed in my account yet, I genuinely asked them for clarification and they responded with something like: "Funds are usually added 7 days after the event." I have screenshots of this communication as well, where you can see how they were entirely nonchalant and left me waiting without additional explanation.
(Attachment 5)
Last but not least, when the 7 days after the event passed and the funds hadn't landed in my account yet again. I messaged them again via live support and one of the representatives told me that they raised an issue about this inconvenience and would inform me via email. I confirmed that everything was okay and I didn’t mind waiting for the email. However, they didn’t reach out to me via email and I was forced to contact them to see what actually happened with the prize that I fairly earned. I have images from this communication as well, provided below.
(Attachment 6,7,8,9,10,11)

I have participated in many different promotions on various casinos, but sincerely, I have never experienced something like this before. I really can’t understand how they can say that I’m not eligible for the prize and that I was not in the top 5 when I provided them with a picture from their leaderboard on their platform showing my name in first place.

Best regards,

Daniel

I appreciate your understanding of my concern.