BTC365 Casino - Счет игрока был закрыт, а выигрыши конфискованы.

Dear Shephirot,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your account and the actions taken by the casino.

To help us understand the situation more clearly and assist you in resolving the issue, could you please clarify the following details?

• When did you first notice that your account was closed, and were you informed about the reason for the closure?
• Have you previously had any communication with the casino about this issue, especially regarding the transition to VIP-only status? If so, could you forward any relevant email exchanges or chat logs to petronela.k@casino.guru?
• How much were the funds that were confiscated, and what was the specific situation regarding your account status before the closure?

Your cooperation is crucial for us to proceed with this case and find a fair solution. The more detailed information and communication we can review, the better we can assist you in resolving this matter with the casino.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

On January 28th the account was already closed, they did not inform the reason, only that they were moving to VIP membership and that we would receive more information in the future.

I just sent you the email conversation to your email.

It was only about 400 usd

el 28 de enero la cuenta ya estaba cerrada, no informaron del motivo, solo que pasaban a membresia VIP y que recibiríamos más información en adelante.

Os acabo de enviar la conversacion de email al email.

Solo fueron unos 400 usd

Hi Shephirot,

We understand that you've been facing difficulties accessing your account and withdrawing funds since January 23, 2025. From your communication with BTC365, it appears that they initially mentioned their services were transitioning and that VIP members had limited access, asking for more details about your withdrawal.

You followed up multiple times, expressing frustration over the delays. BTC365 responded by saying that account reviews and security checks were necessary and reassured you that your funds were safe, though the issue remains unresolved.

• Could you kindly confirm this timeline and let us know if your account was verified prior to these issues?

Any additional details will help us assist you better.

Everything is correct, but if you look at the email, they no longer answer anything.

Todo es correcto, pero si veis el mail. Ya no contestan a nada.

Thank you very much, Shephirot, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Shephirot,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BTC365 Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BTC365 Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

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 Shephirot,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Normally, I would advise you to contact the Anjouan Gaming Authority and submit a complaint through them. However, they have recently changed their policy, and going forward, casino complaints must be lodged via the license validator on the casino's website.

This presents an issue, as BTC365 Casino does not display their license, making it impossible to file an official complaint.

Given this situation, I recommend reaching out to the Gaming Authority directly via this link: https://anjouangaming.com/contact/. You can inquire about the appropriate course of action when a casino does not provide a way to submit a complaint.

Please let me know if you need any assistance with this process. I will also reach out from my end to find a resolution for future reference. I sincerely regret that I couldn’t be of more help on this occasion.

Best Regards,

Kubo