Startbet.io Casino - Τα κέρδη του παίκτη κατασχέθηκαν λόγω υποτιθέμενων hacks.

The platform simply put my account under review 4 times, with 3 being successful, yet on the 3rd time, they simply banned me and kept my profits! They claim I used hacks, which I never did! Most of the earnings were from bonus purchases! They prohibit withdrawals above 500 reais and block users who make profits! I've talked to support, but they're of no help at all! I simply won and was robbed!

A plataforma simplesmente passou minha conta por analise 4 vezes sendo que 3 bem sucedidas na 3 vez simplesmente me baniram e ficaram com meus lucros! Alegam o uso dd hacks sendo que nunca usei! A maior parte dos ganhos foi em compra bonis! Eles proibem o saque acima de 500 reais e bloqueia o usuário que obtem lucros! Ja conversei o suporte nao ajuda em nada! Simplesmente ganhei e fui roubado!

Hello mattnoiss,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Startbet.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do you have any remaining balance on your casino account? When was the last time you processed a withdrawal from the casino and when was the last time you deposited into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, my account has been verified since July, I earned high amounts and I never even knew about the existence of hacks or fraud systems and I can prove it. My account balance is 250,000 reais. I made a withdrawal in month 08 and deposited in month 07. I stopped depositing because they only allow withdrawals of 500 reais for those who are verified. I have a printout of the answer after analyzing that my account was correct. I speak to them every day but they always told me to wait and when the deadline given by them was up, they banned me from having access to my profits and my account!

Olá minha conta foi verificada desde o mes de Julho, ganhei valores altos e nunca sequer sabia da existência de hacks ou sistemas de burla e posso provar. Meu saldo em conta é de 250.000 reais. Realizei um saque no mês 08 e deposito no mês 07. Parei de depositar pois eles so permitem o saque de 500 reais para quem é verificado. Tenho print da resposta após análise que minha conta estava correta. Falo com eles todo dia mais sempre me respondiam para aguardar e quando o prazo dado por eles se esgotou me proibiram de ter acesso aos meis lucros e minha conta!

If you ask for the history of my last earnings on the platform, they were earned from bonus purchases! 5 or 4 bonus purchases and in the last one I recovered a good part of the money spent. How can a bonus purchase within a casino game be hacked? Does not make sense! They have my history and they don't show it to me. They don't show what led to justifying the use of a hack! He just blocked me and said that I am definitely without access. They banned me from withdrawing money for more than 32 days, this is against the terms imposed by the platform

Se pedirem o histórico dos meus últimos ganhos na plataforma foram ganhos em compra bônus! 5 ou 4 compras bonus que na última eu recuperei boa parte do dinheiro gasto. Como uma compra bonus dentro de um jogo no cassino tem hack? Nao faz sentido! Eles tem meu histórico e não me mostram. Nao mostram o que levou a jusficar uso de hack! So me bloqueou e disse que estou definitivamente sem acesso. Me proibiram de retirar dinheiro por mais de 32 dias isso e contra os termos impostos pela plataforma

Hello mattnoiss,

Would it be possible to forward all the communication between you and the casino to nikolas.b@casino.guru (please send the screenshots you attached when submitted the complaint as they are barely visible)?

Ok!, I will forward everything necessary now

Ok!, estarei encaminhando agora tudo que for necessário

Forwarded message

Mensagem encaminhada

Nick, I forwarded it as requested, to your email.

Nick encaminhei como pedido, para seu e-mail.

Thank you mattnoiss for all the evidence forwarded. As it is still unclear why did the casino block your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mattnoiss,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Startbet.io Casino to join the conversation.

Dear Startbet.io Casino,

Can you please provide more information regarding the player's confiscated winnings? Please provide any supporting evidence for your claim that the player has supposedly used some kind of hack to michal.k@casino.guru

Thank you for your support, as I tried countless times via chat to get clarification on what happened, but the company refuses to give me answers. As mentioned, much of the latest profits were made through purchasing bonuses in casino games, which makes any type of theft impossible. It took months of just making withdrawals and then having my account banned and withholding all my profits without real justification and without giving me access to my betting history to prove that the last 4 plays in the same PG Software game, Lucky Pig, were just bonus purchases.

Obrigado pelo apoio, pois tentei inúmeras vezes pelo chat ter esclarecimentos do ocorrido mais a empresa se nega em me dar respostas. como dito boa parte dos últimos lucros foram feitos com compra bônus em jogos de cassino, o que torne impossível qualquer tipo de roubo. Foram meses apenas realizando saques e depois ter a conta banida e retido todos meus lucros sem justificativas reais e sem me dar acesso ao meu historico de apostas para provar que foram apenas compras bônus as ultimas 4 jogadas no mesmo jogo da PG Software o Lucky Pig

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 mattnoiss,

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 that you contact the responsible gaming authority - the Curaçao/Antillephone Gaming Authority, and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve been informed by the player via email, that the casino team has admitted their mistake and has re-credited the confiscated balance back to the player.

The player has confirmed that the issue is resolved and is withdrawing his winnings. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino.Guru