I had signed up with the website a few months back, my account was blocked after I requested a withdrawal, my account was under Ontario in my information and all my information was correct. I thought maybe it was just an issue with how long it could take but after it’s been so long it’s concerning, I have no idea how to continue further as the casino seems to be shut down

Dear tanguayeric2,

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. Do I understand correctly that Can$2,505 (dispute value) is being held in your account? Have you accumulated your winnings with or without an active bonus?

Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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

Thank you very much in advance for your reply.

Best regards,

Kristina

It was played mostly on hacksaw games, and their wasn’t any communication through email other then sending my ID but that was it, there may have been some chats in their help chat, but that’s all I can think about. Also there was no casino bonus involved ever. And yes it looks like it’s being held in my account which I cannot even log onto since the site is down. It also used to say I was blocked for their service when I used to try and log in

Thank you very much, tanguayeric2, for your cooperation. I will now transfer your complaint to my colleague Stefan ([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.  

Dear tanguayeric2,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Elite24Bet Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 tanguayeric2,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA ([email protected]).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Stefan