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I have made the deposit by seeing the rating on your website.My account is blocked by them without informing and not giving my funds.they blocked without giving the correct explanation and are spamming me with the same reply please consider my request and please return my money back .please look into this matter . They are not giving me the withdrawal.

Dear Aryancruzer,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

I have been playing live casino

Without any bonus activation my winnings and funds both gets blocked by them without any reason and they are spamming me with the same message

Screenshot from the player:

Thank you, Aryancruzer, for your reply and email. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?

I have completed the registration on 24th of august 2023

I understand that you registered in August but have you completed the KYC verification since? Thank you.

Yes

After placing the withdrawal they blocked my account

I have done my kyc on 24th August

Thank you very much, Aryancruzer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

Hello Aryancruzer,

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.

We would like to invite Favbet Casino to join the conversation.

Dear Favbet Casino,

Can you please provide information on how the player supposedly breached your rules? If the information can't be shared publicly, please forward it with any supporting evidence to me at michal.k@casino.guru

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 Aryancruzer,

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 - Antillephone N.V. (Curacao), 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