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Hello. I've encountered a problem. I'm a registered client of vbet.com casino. My account has been fully verified with all the necessary documents. On 06/11/2023, I won 1052€ playing in the Blot Game — I've played before and everything worked fine, and I was able to withdraw the prizes.

On 06/11/2023, I attempted to withdraw 1050€, but the withdraw was cancelled and my account was completely blocked. According to them, the reason for the block was that they suspected me of colluding in the game. At first, they told me my account was simply sent for monitoring to review game activity. Then they started telling me that they were waiting for certain documents from a certain opponent. Though, I did not play this game with just one person. I played honestly and according to my balance. For every round, the casino would take a percentage of the game from us. Despite this, my account was permanently blocked without any return of my winnings.

On 07/18/2023, I received an email from vbet.com stating that my account is blocked and cannot be unblocked. I asked them to provide evidence of my violation, which they continually denied. I disagree with the casino's decision and ask for your help to resolve this situation.

I can provide all the screenshots of the conversation with the operators, emails received, the balance of the blocked account, and cancellation of the payment operation. Unfortunately, not everything can be uploaded since you can only attach 5 photos.

Привет. Такая проблема. Я зарегистрированный клиент казино vbet.com. Моя учетная запись была полностью проверена со всеми необходимыми документами. 11.06.2023 Выиграл 1052€ в Блот Игре, играл раньше и все работало и вывели.

11.06.2023 Поставил 1050€ на вывод, вывод отменили и доступ к моему аккаунту полностью заблокировали. Причиной блокировки по их мнению якобы стала договорная игра. Сначала мне сказали, что мой аккаунт просто отправили на мониторинг для проверки игровой активности. Потом мне стали говорить, что ждут какие-то документы от какого-то оппонента. Хотя я играл не с одним человеком в эту игру. Я играл честно и играл в меру своего баланса. за каждый раунд казино брало с нас процент за игру. При этом мой аккаунт был заблокирован навсегда без возврата выигрыша.

18.07.2023 Мне на почту пришло письмо от vbet.com. Где указали, что мой аккаунт заблокирован и не может быть разблокирован. Я попросил их предоставить доказательства моего нарушения, на что постоянно получаю отказы. Я не согласен с решением этого казино и прошу вас помочь мне разобраться в этой ситуации.

Все скриншоты переписки с операторами, писем, полученных на почту, баланса заблокированного счета и отмены операции по оплате могу предоставить. К сожалению не все загружается поскольку у вас только 5 фото прикрепить можно.

Dear kostinartem96,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you played Belote with a friend? Was your friend’s account blocked as well?

Have you played any other games in this casino?

Please forward any relevant documents to veronika.l@casino.guru.

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

Yes, I've played other games too. And there were conclusions too. No, I didn’t play with a friend, I just played to the best of my balance. As before, I played in Belote and were taken out too. And this time, as I won this amount, the withdrawal was canceled and the account was blocked. Yes, I will send you an email.

Да, конечно играл и в другие игры. И выводы были тоже. Нет я не с другом играл а просто играл в меру своего баланса. Как и до этого играл в Belote и выводили тоже. А в этот раз как выграл данную сумму отменили вывод и заблокировали аккаунт. Да сейчас отправлю вам на почту.

Have there been any new developments in the case? Please forward anything that might be relevant to this complaint.

Surprisingly) The question is worth settling, we are waiting for a decision) I sent you screenshots of today's dialogue with the operator.

Удивительно) Вопрос на урегулирование стоит, ждём решения) скриншоты я вам отправил сегодняшнего диалога с оператором.

The account is still blocked, Yesterday I wrote to support, the operator George said that the time for considering the application for settlement is not limited. That is, you may have to wait for months again)))

Аккаунт все также заблокирован, Вчера писал в поддержку, оператор George сказал что время рассмотрения заявки на урегулирование не ограничено. То есть может опять месяцами ждать прийдеться)))

Thank you very much, kostinartem96, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you kostinartem96 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vbet Casino for their help in resolving this complaint. We would like to ask if you could provide evidence of the alleged game collusion.

Thank you!

I want to ask if you can still extend for 7 days to answer the Vbet Casino?

Хочу попросить можно еще продлить на 7 дней для ответа Казино Vbet?

Yes, the timer will be extended automatically after 7 days from my first message.

Hope that helps!

In general, my winnings were written off to me and left on the balance of 4.14€. The account is open for withdrawal. Also the evidence does not provide my violation. In general, this is how it is.

Вообщем мне мой выгрыш списали оставили на балансе 4.14€. Аккаунт открыт для их выведения. Также доказательства не предоставляют моего нарушения. Вообщем вот так вот.

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.

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 Curacao Interactive Licensing Gaming Authority (helpdesk@curacaolincensing.com) and submit a complaint to them. 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