I opened an account on this site and deposited the money Everything is good I was playing football and live casino After winning and achieving the amount of 670 I requested to withdraw the money and here the verifications of my account started For more than 3 months I have been sending documents. I sent everything they asked me Today I received a mail saying that your account has been closed and they did not give me any specific reason This is considered theft I hope you can help me get my money back

Dear Nani25019, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you contacted customer support and what was it about?

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, 

Veronika

I sent them a Skrill account statement, a bank statement, my salary, a work certificate, an employment contract, proof of residency, my monthly salary certificate, and the last 3 proofs of my wages. The last document I sent is a bank statement that proves my monthly income from work I sent all the documents on time and the last time I spoke to support was today

Have you accumulated your winnings with or without an active bonus?

Without bonus

Thank you very much, Nani25019, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.

Thank you very much

Hi Nani25019,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Bets10 Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

???

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.

This site is not safe or they close my account and take my money for no reason

Dear Nani25019,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Ok thanks Tomas

The specified time has expired and we have not received any response from this site

Dear Nani25019,

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 Pardee Consulta Ltd – an alternative dispute resolution service (https://www.adrbypardee.eu/online-dispute-resolution-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas