Complaint against location betgaranti 

I asked them to withdraw 259,000 Turkish Lira and they rejected the withdrawal requests 3 times within 24 hours. Then they entered my account, deleted the existing amount, changed the security number, and stopped access to the account with two steps. When I contacted support The direct message told me to send the ID to the email and I did that and he told me that the problem was solved and sent me the new security number and told me to enter the site and change the security number When I entered the site, I was shocked that the money was deleted. I contacted them and they told me that I had lost the money and that I had no balance. I ask you to help me solve this problem 

Hi, I can see you've got yourself into a regrettable situation, and it's certainly not a pleasant one. 

Anyway, do you have any evidence that we could grab hold of? Cases like this are difficult for us to solve if it were cyber crime, because we don't have the reach. From what you describe, it looks like it, so I'm not sure we'll be able to help. 

Do you have something more to contribute? 

Yes, I am sure that the site did this. My account on the site works with two-step login, and this is active according to the site’s terms. An account that works with two-step login cannot be stolen. Also, the site is responsible if my account is hacked.

When the problem occurred and I failed to log in to the account at the same time, I was talking to live support and asking about the money. Why are you delaying the withdrawal? He told me to send the ID to the email and I sent it directly. Then send the account protection number and tell me you can log in. We have changed the protection number to strengthen the security and protection of your account. When I entered the account, it turned out that they had stopped the two-step login, cancelled the withdrawal, and zeroed the balance of 260 thousand Turkish liras within 6 minutes.

Hmm, why should a casino be responsible if someone hacks you? That's something I don't think is quite true. 

As far as authentication and things like that, I understand that there can be some concerns, and the system change probably should have been communicated since you learned that it works differently, but I don't know if that will be enough for our team. 

I'm not going to belabor the point, but it's not entirely clear from this, although I understand that players often have a different opinion. Reach in these cases is often impossible from our side and I'm afraid that will be the case now.

All sites that deal with depositing and withdrawing money are considered like a bank that keeps the money and has laws and conditions agreed upon by all parties. This means that if a problem occurs in the bank being hacked and your money being withdrawn, the bank will certainly investigate.So that it is not exposed to hacking and protects the beneficiary's money .

The site keeps track of all conversations and data between parties and enhances cooperation. If we check the conversations between my account and the live support on 05/26/2025, we find: I contacted direct support more than 20 urgent messages about withdrawal

We will find that the games used I have not used since I first used the site

We find that the time to use the balance and zero out I am with direct support and we talk to send the identity

So I ask you to look into the direct support correspondence at that time and you will surely know the truth.

Also, live support told me that they changed the protection for my account and sent me the new number to enter

The issue is very clear. The problem is that the site uses this method so that they do not pay profits and money, and this is illegal and unethical.

Kristina will assess it all, as she is handling your case. But I know that many cases have ended up in rejection because we didn't have enough evidence to contact the casino.

So I guess it will be different in your case. 

Anyway, I would probably avoid casinos with a low safety index, because problems occur more often in such casinos than in some of the more established ones.

The complaint was closed and the answer was that the player was a victim of cybercrime. It seems like you did not investigate the case well and I was sure that you would not leave me as a victim of a scam website. Unfortunately, the evidence is very clear and the hacking is clearly visible from the website. But my problem is that you are not interested in complaining. Thank you all

?ikayet kapat?ld? ve cevap oyuncunun siber su?un kurban? oldu?uydu. G?rünü?e g?re davay? iyi ara?t?rmad?n?z ve beni doland?r?c? web sitesinin kurban? olarak b?rakmayaca??n?zdan emindim. Ne yaz?k ki, kan?tlar ?ok a??k ve web sitesinden hackleme a??k?a g?rülüyor. Ama benim sorunum ?u ki, sen ?ikayet etmekle ilgilenmiyorsun. Hepinize te?ekkür ederim

Kristina did everything she could to look at your evidence properly but unfortunately as I have already said we are the mediator and cybercrime is something that is not under our jurisdiction. She has explained who you can contact and I would certainly refer it to the relevant authorities.

I'm sorry there was no more help.

Tell me who is responsible so I can contact them.

Everything is explained here. We can't share contacts on casinos. ??

Try it with your bank or contact police.