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We would like to inform you that a dispute has been registered with the number - 160801 regarding your gaming activity on the Svara vertical.

Additionally, we would like to inform you that access to your account will be restricted until the investigation is completed.

This is the message I received from the website, but for a week now, there's been complete misinformation. They don't say anything about what's happening, absolutely nothing. My account is locked, and they are not sending my winnings of 3770. I see that there are other people on forums who win in Svara, and they consider it a violation of the rules and confiscate the money... Should I file a complaint?

Бихме искали да Ви уведомим, че е регистриран спор с номер - 160801 относно игравата Ви активност на вертикала Свара.

Също така бихме искали да Ви информираме, че достъпа до профила Ви ще бъде ограничен до приключване на проверката.

Това ми е написано от страна на сайта но от 1 седмица пэлна дезинформация не казват какво става абсолютно нищо. Заключен е профила не ми пращат парите 3770. Гледам има и други хора по форумите печелиш от свара и го водят като нарушение на правилата и конфискуват парите ... Трябва ли да подавам жалба ?

Dear shefcheto69,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with inbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• When was the last time you were in contact with casino support?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have been playing for several years since the site was created, I write in the chat they say that there is no specific deadline for when the verification will pass and they look at every bet, for several days my account has been blocked, 1 week. They say wait you will get an email and it is no where is the money no information and I doubt I will be screwed with my money...

Играя от няколко години от както и създаден сайта, пиша в чата казват ,че няма определен срок кога ще мине проверката и гледат всеки залог от няколко дни ми е блокиран акаунта, 1 седмица . Казват чакай ще получиш имейл и това е нито къде са парите никаква информация и ме съмнява,че ще бъда прецакан с парите ми...

Last night I contacted but again they say you will get an email but no time frame when this thing will happen.

I saw more such cases on the Internet and the casino justifies itself by saying that they found a violation and take the money without explanation.....

Последно снощи се свързах, но отново казват ще получите имейл,но няма срок кога ще се случи това нещо.

Видях в интернет още такива случай и казиното се оправдава с това,че са установили нарушение и взимат парите без обяснения.....

Please send me the communication you had with casino support regarding the issue. My email is tomas@casino.guru

Well, I'm not waiting at all. They do not give or explain more information

Ами то няма като цяло чакам. Повече инфо не дават и не обясняват

Thank you very much, shefcheto69, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you shefcheto69 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask inbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

I'm not blocked anymore. I have violated the general terms and conditions of the site. Abuse or attempted abuse, without any other information they have taken all the money I won on sports, svara and casino...

Вече не съм блокиран. Бил съм нарушил общите условия и правила на сайта. Злоупотреба или опит за злоупотреба,без друга информация са ми взели всички пари спечелени на спорт, свара и казино...

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.

Well I hope you can help

Ами надявам се да помогнете

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 you contact the Bulgarian Licensing Authority (infocenter@nra.bg) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter