BetRivers Casino MI - Правата за залагане на играча са отказани поради сметка на някой друг.

I have been locked out of wagering beacuse someone in my apartment has a bad account or something but I live in my own separate apartment from anyone and don't have anything to do with hose people and cannot just ask strangers to give info like that they refuse to unlock wagering or release my balance to me otherwise

Dear hippysage42,

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

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

• Could you please specify in more detail the accusations made against you and the consequences for your account?
• When have you registered an account in the casino?
• When was the last time you made a deposit in the casino?
• Have you activated a bonus requiring a deposit in the casino?
• 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

Dear hippysage42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don’t really have anything else to add. I’ve had the account for a while. I can send screenshots of the account and the balance. The last deposit date. I guess I don’t have any transcripts left with the chat.

Thank you very much, hippysage42, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 hippysage42,

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 BetRivers Casino MI to join the conversation.

Dear BetRivers Casino MI,

Can you please provide more information on why the wagering has been blocked for the player? If the information can't be shared publicly, please send it 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.

Being told that it’s because of a different account in my household, but I live in an apartment so I don’t understand how I can be affected by somebody else that I have no relation or connection to account. Does that make sense?

Dear hippysage42,

I am still awaiting a response from the casino team regarding the clarification needed. I will persist in my efforts to contact them in hopes of receiving a clear explanation soon.

Please forward me (michal.k@casino.guru) any new communication you had with the casino team, it might be helpful for me.

Dear hippysage42,

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 Michigan Gaming Control Board Authority (CONTACT MGCB (michigan.gov)) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru