BetToGoal Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

I had an extremely negative experience with https://www.bettogoal.com/.

I am a citizen of Ukraine and I live in this territory, before making the first deposit I talked with the representatives of this site for two days in order to make sure that my money will be safe and I will be able to deposit and withdraw funds from the site without problems (since the site is young and unreliable, I was interested in playing poker and betting on sports). I was assured that there would be no problems, my money would be safe and I would be able to withdraw it without any problems if I confirmed my account. I verified the account, made a deposit of 50 euros and started playing. luck smiled on me and I won money. I decided to withdraw 150 euros from this site and I was allowed to do so, the next day I received my funds on Skrill. then I decided to make more deposits for a more comfortable game. I deposited another 180 euros. I won 500 euros in a few days of playing, and I decided to withdraw them. And that's where it started.....I got rejected because they thought I was using a VPN (I wasn't). I started a dialogue with the representatives of the site, and explained that I did not use a VPN, there was no need for it, players from Ukraine have free access to the site, and I do not have such programs at all. I asked to provide me with all the information that confirms that I used a VPN - they refused me, because for them it is confidential information. And the most interesting thing that they wrote to me is that I won money and because of this they got the impression that I use third-party programs) That is, this site does not provide that a player can win, or what?! write that I may face criminal liability) As a result, they took all my funds from my account, and left only 180 euros of the last deposit as a "sign of goodwill".

People, don't repeat my mistakes, don't play on this site under any circumstances, it's a dangerous site for your money!

Dear Duglas,

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. Could you please confirm that you have registered from Ukraine? Have you ever played in this casino while being in another country?

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

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

Best regards,

Kristina

I will be happy to answer all your questions! How can I confirm registration from the territory of Ukraine? (maybe the fact that we have a war here and men are not allowed to go abroad would be suitable?))

No, never played while in another country.

I have not activated any bonus. All funds were won without bonus.

Я із задоволенням відповім на усі ваші запитання! Яким чином я можу підтвердити реєстрацію з тереторії України? ( можливо підійде те що у нас тут війна і чоловікам не можна закордон?))

Ні, ніколи не грав перебуваючи в іншій країні.

Ніякого бонусу у мене не було активовано. Усі кошти були виграні без бонуса.

Thank you very much for your reply, Duglas. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have emailed you the photo you requested, I am waiting for your reply!

Я надіслав вам на емейл фото які ви просили, я чекаю на вашу відповідь!

Thank you very much Duglas for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you. I hope for you!

Дякую. Я на Вас сподіваюсь!

Hello Duglas.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case: Could you please explain what happened and why was Duglas's winnings voided?

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’.

Hello Duglas.

I am very sorry, but the casino is non-responsive.

Would you like to submit your complaint to the casino's regulator? (I strongly recommend this option)

I will gladly help you with that.

Yes of course!

Так, звісно!

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator

I sent a complaint to the regulator!

Я надіслав скаргу до регулятора!

Thank you very much for the confirmation.

I am now closing the complaint as unresolved with a status: waiting for the regulator's decision.

Duglas, when the regulator decides, please reopen the complaint.

We will check the decision and close the complaint accordingly with the regulator's decision.

We’ve reopened this complaint at the request of Duglas. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Duglas.

It is very sad when the regulator does not respond at all. We don't know what's the reason for that. However, the time frame passed, and I can only recommend trying to submit your complaint again. Meanwhile, we close this complaint as unresolved with status: uncertain case.

I am very sorry, but we can't do anything more in this situation. We do not have any legal power to force the casino/regulator to answer or pay you.

As I wrote above, we are closing this complaint as unresolved.