Hi, I joined the site and took part in a promotion, playing with my real balance and my bonus balance.

I got some winnings with my bonus balance and wanted to withdraw, but the withdrawal was always canceled and I never got anything.

Then, after a few weeks I received an email telling me that my account was suspended for 180 days, and now if I enter the account I get the message "account not enabled" if I try to withdraw.

Salve, mi sono iscritto al sito ed ho partecipato ad una promozione, giocando il mio saldo reale ed il mio saldo bonus.

Ho ottenuto delle vincite con il mio saldo bonus e ho voluto prelevare, ma il prelievo mi è sempre stato annullato e non mi è mai arrivato nulla.

Poi, dopo qualche settimana mi è arrivata una mail che mi diceva che il mio account era sospeso per 180 giorni, ed adesso se entro nell'account mi esce la scritta "account non abilitato" se provo a prelevare.

Dear caporalone,

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 better understand the situation.

Could you please advise what promotion you participated in and what are the rules associated with the promotion? Have you passed the account verification? Did the casino explain why they suspended your account?

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

Best regards,

Tomas

Good morning.

I personally don't remember the name of the promotion I was participating in. It was a promotion that included a 100% bonus up to €500 the first week, and a 100% bonus up to €250 for the following two (it was a temporary promotion, created at the end of September).

I can confirm my account has been successfully verified.

The casino simply told me that the account had been suspended for checks (they didn't specify what) and that these checks would last no longer than 180 days, barring any complaints to ADM.

Buongiorno.

Personalmente non ricordo il nome della promozione a cui stavo partecipando. Era una promozione che prevedeva un bonus del 100% fino a 500€ la prima settimana, e del 100% fino a 250€ per le successive due (era una promozione momentanea, creata durante la fine di settembre).

Posso confermare che il mio account è stato verificato correttamente.

Il casino mi ha semplicemente detto che il conto era stato sospeso per delle verifiche (non mi hanno specificato cosa) e che queste verifiche sarebbero durate non oltre i 180 giorni, salvo eventuali reclami ad ADM.

caporalone,

Could you please explain what games did you play in the casino in order to wager the bonuses? (slots, live games multiplayer) Did you finish wagering of all the bonuses before you requested a withdrawal? Is there any relevant communication between you and the casino regarding the issue? Please forward it to my email at [email protected].

HI! I used a slot to play.

I ran out of bonus while playing, and used my real balance as well.

There is no relevant message other than the account lockout notification.

It was a normal operation mine, playing slots normally.

Ciao! Ho usato una slot per giocare.

Ho finito il bonus mentre giocavo, ed ho usato anche il mio saldo reale.

Non c'è nessun messaggio rilevante oltre alla notifica di blocco del conto.

è stato un operato normale il mio, giocando normalmente alle slot.

Thank you very much, caporalone, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Betclic Casino IT to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello caporalone,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Please be informed as my colleague Tomas mentioned, Betclic Casino IT ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying.

We would like to invite Betclic Casino IT to join the conversation.

Dear Betclic Casino IT,

Can you please provide some information regarding the player's blocked account? Were there any issues with verification?

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 caporalone,

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 Italian Gaming Authority (ADM)(Contacts - Agenzia delle dogane e dei Monopoli (adm.gov.it)) and submit a complaint to them. The Italian 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 ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

The casino can reopen and solve this complaint anytime.