Hi

I played in this casino about six months. I played both casino and sports betting. My deposits and withdrawals working good until today. Today They rejected my last withdrawal request and when i asked the reason of rejection. They answered that the reason of declining pay me is that my total withdrawals from the day wich i registered was more than my deposits about 1000 usd. They inform me that they will not accept any bets from me anymore and they will not pay me the amount of 466 usdt wich was my account balance because i have already won Enough.....

First i would like to help me to resolve this situation and second i will appreciate if you could guide me to make a report to their authority licence.

I attack a screenshot of their answer

Dear aofsampali,

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, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal?
• Did you accumulate your winnings with or without an active bonus?
• Do you still have access to your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

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

Best regards,

Kristina

My last successful withdrawal was at 1/6/2024. I didn't get any bonus for a long time. At present yes i have access to my account but they informed me they will close it soon

Thank you very much, aofsampali, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi aofsampali,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Apollo Bet Casino to the conversation to participate in the resolution of this complaint.

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 aofsampali,

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 Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license-4) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter