Hello.

I got into an unpleasant situation and I hope for your help.

I went through account verification and played at yourbet.com in October 2019. Then unpleasant events happened in my life and I didn’t log into the account for half a year. Now I wanted to withdraw money (967 dollars) from my account, but I see a mistake in my mind. 04/02/2020 I wrote to the support service, but did not receive a response. Then I wrote them a few letters to the internal mail in my account and email, but still have not received a response. I cannot withdraw money from my account and they do not respond to my messages. I want to get my money and I will be very grateful for any of your help.

Thank you in advance

Best Regards

Dear Cihar,

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

"Inactive User Accounts 

An inactive account is an account that has not been accessed for 6 months, that has a real money balance. 

After 6 months since the last login, the Company reserves the right to charge a €5 administrative fee per month, or equivalent, as long as the balance is positive and your account stays inactive."

We will contact the casino and ask for their cooperation, but, before we do so, could you please advise when you have sent your request to restore your balance? Please forward the relevant email communication to [email protected]. I believe, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello.
I sent you an email.
Thanks for the help.

Thank you very much Cihar for providing all the necessary information via email. I will now transfer your complaint to my colleague Juli 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 Cihar,

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case.  

We would like to ask the YourBet 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 affect its rating.

Hello Cihar,

Unfortunately, Your Bet Casino is non-responsive. We are forced to mark the complaint as "unresolved".

Please fill official complaint directly to Cura?ao eGaming

Here is the link: https://www.curacao-egaming.com/#footer

Don't forget to mention that you have already tried to solve the complaint with 3rd party mediator and attach the link to your complaint.

We are very sorry that we can't help you more.