Betgoat Casino - Igrački nalog je zatvoren.

My account at this casino was blocked without explanation. After registering and placing a few bets, I simply couldn't log in. I tried to contact the chat, but again, without explanation, I was told: "You have been banned from chatting with artificial intelligence and human agents." I have about $160 left in my account. Please help me resolve this.

Мой счет в данном казино был заблокирован без объяснения причин. После регистрации и нескольких ставок, я просто не смог войти в свой счет. Я попытался связаться с чатом, но мне снова без объяснений было заявлено следующее: "Вам было запрещено общаться в чате с искусственным интеллектом и живыми агентами." На счету осталось около 160 долларов. Прошу помочь в решении проблемы.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you contacted customer support to ask about the reason why your account was blocked?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello. I didn't undergo verification and didn't submit any documents. Now I can't remember which games I played—either at the casino or sports betting. I contacted customer support, but they prohibited me from communicating with them without an explanation. I didn't draw any conclusions from the casino.

Здравствуйте. Проверку не проходил, и документы не отправлял. Сейчас мне трудно вспомнить, в какие игры я играл - либо в казино, либо ставки на спорт. Я обращался в службу поддержки, но мне было запрещено общаться с ними без объяснения причины. Выводов из казино я не делал.

Please forward me all the communication between you and customer support from this casino at veronika.f@casino.guru, or post screenshots here.

• Hello. We were chatting in live chat, but after I entered my username, I was immediately disconnected from the chat. I tried connecting to the chat again, and the same thing happened:

• Здравствуйте. Переписка велась в живом чате, но после того как я писал свое имя пользователя, меня сразу-же отключали от чата. Я попробовал снова связаться с чатом, и произошло то-же самое:

Dear rokita555

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely related to sports betting, we won't be able to assist you, as we do not have a department handling such issues.

Hello there,

Thank you rokita555 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betgoat Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear rokita555,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter