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Betcruise - I believe casino wrongfully blocked my account and confiscated $ 1,640

Ruling

Found for the Player - BetCruise has informed us that they will not cooperate with this service to manage player complaints.

Read our BetCruise Review.

Player's Complaint

Dear THE POGG! I believe Betcruise casino wrongfully blocked my account and confiscated $ 1,640.

On September 29, the casino asked me for a photo of my passport and a document with my address. The casino justified its actions on security grounds. On the same day, I fulfilled the casino requirements.

On October 1, the casino asked for a photo of the passport on a different background or from a different angle and a selfie with the number 258 on a piece of paper. On October 03, I sent my documents for verification.

On October 7, I received a letter from the casino that my account was blocked and all bets were canceled. On the same day, being shocked by the actions of the casino, I sent a message asking to clarify what my violation was; indicate the point of the rules that I violated; provide relevant evidence. After all, accusations without evidence have no legal force.

On October 12, the casino reported a violation of clauses 19.5 and 19.6 of the Terms.

On October 13, I again applied to the casino with a request to provide evidence of my guilt and said that I had nothing to do with the violations indicated in these paragraphs. I am an honest player, in all my actions I follow your rules, in the game I am guided by intuition. Nothing was provided.

October 25, I received a message from the casino that the decision is final and not subject to discussion. No evidence was provided. Also, the casino did not indicate what kind of offense I was accused of.

I ask you for help. $ 1,640 is a lot for me.

Read the casino review

7 Responses

User icon
thepogg
November 16, 2021

Hi RnTZ - welcome to ThePOGG.com.

Specifically what were you betting on to result in this balance?

Thanks,

ThePOGG

User icon
RnTZ
November 19, 2021

I made a live blackjack bet.

User icon
thepogg
November 19, 2021

Hi RnTZ,

Were you card counting?

Thanks,

ThePOGG

User icon
RnTZ
November 21, 2021

No, I didn't count the cards. During the game, I relied on my own intuition. I know the rules of the casino and I did not break them.

User icon
thepogg
November 21, 2021

Hi RnTZ - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
RnTZ
December 27, 2021

Good day! Can you please tell me if you have any information on my case?

User icon
thepogg
January 15, 2022

Hi RnTZ,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

RnTZ consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bet Cruise
  • Curacao
  • Gamesys N.V.

November 16, 2021

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