Account was fully verified but casino refused my withdraw (23.6 Terms and conditions) and closed my account.

Dear ToJa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://bet2u.com/#/:

?23.6 Users are forbidden from allowing third parties to access and use their accounts. Should it be found that a user has breached this rule, the User's account shall be permanently closed and a cancellation of all of their bets shall take place."

Do I understand it correctly that you have had your account verified and two days later, an additional verification through Skype was required? Could you please advise if you have attended the Skype call or your account was blocked before the call took place? Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

yes my account was fully verified and then they wanted verification through Skype. I have attended the Skype call (with my ID card) and 3 days later my account was blocked. I sent all documents, then they wanted selfie with ID and then Skype call. It was my first request to withdraw from this casino and first casino where I have a problem with wihdraw.

I also checked this term 23.6. and I dont know what they mean with this. I used my account, I was playing myself, deposit I made from my account..I really dont know what was wrong. I see now that casino has very bad reputation so I think that they wont withdraw money to customers. I also wrote them today that I want explanation what was wrong and I didnt get any answer yet.

Thank you and best regards!

Thank you very much Toja for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ToJa,

I am very sorry to hear about your issue.

I would like to ask the casino where is the problem with this verification.

Hello Zuzana,

thank you. Just for information tell you that my withdraw was cancelled after my account was fully verified and before Skype call. And was no posibble did withdraw again. I hope you will get an answer because I really had fairplay with this casino.

Best regards

We would like to ask the Bet2U 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.