AngliaBet Casino - 플레이어의 계정이 이유 없이 폐쇄되었습니다.

Hello, I'm pretty sure this is an illegal casino now that I have looked online so I don't have high hopes on getting paid but I'll at least try.

Last Saturday I played a game called High-Low by provider IQ Soft. I bet on red joker which paid x47 and bet 400€, the result should have been 18800€ payout but the game only paid me 5330€, a very clear mistake. In total I should have had a balance of around 25000€ instead I only had 11000€. I immediately asked support, I took screenshots of the game rounds ID, asked the provider, etc.

Not only did I not get any answe, but also my account got blocked within a few hours of this happening. I tried asking everyone but still didn't get any answer. The next day I got an email saying "Following a thorough review of your account activity, we have identified a breach of our platform’s Terms & Conditions. As a result, your account has been permanently closed in accordance with Section 3.8.1 – Zero Tolerance Policy on Abuse". Keep in mind they say they supposedly did a thorough investigation in less than 48 hours on a weekend and my account was closed after around 8 hours of the above mentioned happening. Kind of strange if you ask me.

They go on saying: "Any behavior deemed abusive, fraudulent, or intended to exploit the platform (e.g., late betting, collusion, multiple account creation)". Needless to say I did not commit any of those. Actually I never bet on sports in their paltform so I don't know how I could have colluded or late bet. About multiple accounts, it doesn't make sense, the account is mine and only mine, used by me. I never opened another account in their casino.

To put the last nail in the coffin they finish the email with "Please note that this decision is final, and we will not entertain further communication regarding this matter". They haven't even talked to me or given me any arguments and they simply conclude that they won't speak to me any more. I mean it's completely surreal.

I understand I'm screwed and I've probably been scammed by an illegal casino. But at the very least I hope this prevents other players from losing money in this casino. I'll also like to give a try and see if I can get my money.

Please let me know if I need to upload anything that proves my point. Also if they accuse me of anything I'm pretty sure they won't have any real evidence and I can prove it from my side.

Dear Pajarito,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you managed to find out from the casino what exactly you breached?

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,

Dominika

Hello,

1. No, there was not another account open in my household in that casino. I don't know if that matters but I used 2 different computers to play in the casino, my personal PC and my laptop. I gambled in both of them in the casino, but only when I was at home so they were connected to the same wifi and therefore had the same IP. I imagine that shouldn't be the problem here.
2. Yes I passed KYC, I actually even made a small withdrawal like a few weeks ago. They haven't asked for any other document. Needless to say I don't have a problem with uploading whatever they require or ask for.
3. I never used a bonus in that casino so all the winnings come without bonus.
4. As you could see in my response email I asked them to be specific, but they simply haven't answered at all. I followed up with another email yesterday and they haven't answered either. So no I haven't figured out which term did I allegedly breach.

Thank you very much for your quickness and for your help. Let me know if you need anyhting else.

Best regards

Dear Pajarito, have you received any response from the casino?

What was the balance of your casino account at the time the account was blocked?

Hello,

No, I didn't get any answer at all. Did you manage to contact them somehow? They just keep ignoring me

My balance was slightly over 11000€ at the time, although it should have been around 25000€ if I got the right payout from the game I mentioned above.

Did you guys get any communication from the casino?? It seems like they are basically just ignoring everything.

Thank you very much, Pajarito, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Pajarito,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact AngliaBet Casino outside this complaint thread and let you know any new information once I receive it.

Just an update on my front. Still haven't got any communication from the casino. I just sent them an email reminding them my position, let's see if they answer (most likely they won't). I'll let you know if something changes otherwise I hope you manage to speak to them directly.

Thank you very much for the help provided.

Regards

Dear Pajarito,

could you please provide the date of your initial registration at this casino?

Hello, it was January 23rd or so. I don't have an email confirmation so I'm not 100% sure but I know for sure it was around those days.

Dear Pajarito,

After carefully reviewing the information provided by Anglia Casino and considering the supporting evidence, I have reached a difficult decision regarding your complaint. Unfortunately, due to significant concerns about potential non-compliance with the casino's stated terms and conditions, I must respectfully reject your claim. I understand this is likely not the outcome you were hoping for, and I sincerely apologize that I am unable to offer a more favorable resolution in this instance. Please note that this decision reflects our considered judgment.

The complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Katarina

Casino Guru