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Hello!

Betzel Sportsbook has returned several winning bets on 3 different Live Betting matches without particular reason. In result of returned bets I didn't receive 465. EUR of my winnings.

After complaint I received explanation that here is a doubt that the bets that I have placed are suspicious and this is the reason why they canceled my bets. "Selections of the mentioned bets are considered as a fixed match by the relevant department, so the selections have been voided."

That is certainly not truth and I am absolutely sure it is just an excuse to don't pay winnings. Other smaller bets 5-10 EUR on the other Live Betting matches weren't canceled.

I would like to emphasize canceled bets were placed on 3 different matches in total 555 eur. Average 185 EUR on 1 match. Do really think person who has information about fixed matches would bet only 185 eur?

I was simply doing some live betting and testing new Sportsbook I found.

Hopefully you will help me to solve this issue!

Dear Arnis,

Thank you very much for submitting your complaint. As you might know, we at Casino Guru deal with complaints regarding online casinos only. As you mentioned yourself, Betzela Sportsbook has voided your bets on the live matches and didn’t honor your winnings. I understand it must be difficult for you, but, unfortunately, we don’t have enough insight to take on this kind of issue. I can contact the casino on your behalf and try to get some more information, but at the same time I’m forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. 

Thank you very much for your understanding.

Best regards,

Petronela

Dear Arnis,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.