Bets.io Casino - 플레이어의 계정은 폐쇄되고 상금은 압수되었습니다.

I opened my Bets.io account a few months ago in the early January and managed to withdraw once, but after my second deposit and play session, making some small winnings again, two days after the second withdrawal, I just receiced this email:

"Unfortunately, we regret to inform you that your account has been closed.

According to our Terms and Conditions, Anti-Fraud section,

During the process of checking the player data, violations of the following "ANTI-FRAUD POLICY" clauses were found:

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. The player is not allowed to use any strategies playing any table games, such as roulette, card games and others. The Casino reserves the right to cancel all Player`s winnings in case of using such strategies and actions, but not limited to:

- participating in any type of unacceptable play, including, but not limited to, placing consistently unchanging bets for an extended period in a single casino game without variation.

Guided by paragraph 6 of the same section:

At its absolute discretion, the casino reserves the right, without any obligation and without specifying the reason or providing prior notice, to close your player account, cancel winnings, confiscate deposits, and demand compensation from the player for any damage caused if there are suspicions or evidence of manipulating the casino system, using prohibited gaming strategies, or colluding with other individuals."

I played maybe a few hundred deals in blackjack all together with the same bet amount all the time. I didn't spend even an hour. I can't understand what was wrong with it? Can they really confiscate my account balance like this?!

The casino customer service hasn't replied to my emails. They took roughly 2000 EUR or more worth with my BTC balance. I didn't play with bonuses with neither of my two deposits at any point.

And I definitely wasn’t a VIP-level player! (after only two play sessions and two deposits), yet they sent me that account closure email from the so-called 'VIP Department of Bets.io.' I don't know what this is all about!?

Dear Juhou,

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

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

• Could you please explain which game of Blackjack you played? Have you played on more than one table at a time?
• Were you in contact with the casino since they accused you on February 6th?
• Have you played with the help of bonus money?
• Have you previously accepted any bonuses?

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

• Could you please explain which game of Blackjack you played? Have you played on more than one table at a time?

BGaming Blackjack and some Betsoft Blackjack possibly too. I can't be totally sure because I don't have access to my account anymore. I may have tested a few other games, but if so just a game or two. I played only in one table at a time.

• Were you in contact with the casino since they accused you on February 6th?

I tried, but they kept cutting me off from the chat. They repeated the same until I was totally fed up: they needed to forward me to another agent, some VIP agent, which doesn't make any sense to me why that would be necessary, then I was just left there waiting forever without an answer. It felt like it was done purposely. No reply to an email either.

Because I felt I was scammed, I posted a complaint on Trustpilot and there they finally (Feb 13) answered, but never privately to me:

Dear player,

We are sorry to hear about your experience. At Bets.io, we prioritize fair gaming and transparency in all our operations. While we cannot discuss specific account details in a public forum due to privacy reasons, we assure you that every account closure follows a thorough review based on our Terms and Conditions, including our Anti-Fraud Policy.

If you believe there has been any misunderstanding, we strongly encourage you to reach out to our Support Team via email at support@bets.io with your registered email address and relevant details. We will be happy to review your case and provide further clarification.

Additionally, we take all customer concerns seriously and strive to respond to all inquiries. If you have not received a response yet, please check your spam folder or try reaching out again.

We appreciate your feedback and remain committed to ensuring a secure and fair gaming environment for all players.

• Have you played with the help of bonus money?

No

• Have you previously accepted any bonuses?

Never

Thank you very much, Juhou, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Juhou,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bets.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Bets.io Casino,

I have checked the terms and conditions and this is what I have found listed under Anti-fraud Policy:

"The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. The player is not allowed to use any strategies playing any table games, such as roulette, card games and others. The Casino reserves the right to cancel all Player`s winnings in case of using such strategies and actions, but not limited to:

• Hi-Lo System, KO (Knock-Out) System, Omega II System, Wong Halves, Hi-Opt I, Hi-Opt II and any other card counting techniques
• participating in any type of collusion with other players
• development of strategies aimed at gaining of unfair winnings
• fraudulent actions against other online casinos or payment providers
• chargeback transactions with a credit card or denial of some payments made
• creating two or more accounts
• low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers).
• other types of cheating
• or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player."

I have not been able to find the terms quoted as the reason for confiscating the player's winnings ("participating in any type of unacceptable play, including, but not limited to, placing consistently unchanging bets for an extended period in a single casino game without variation").

Can you please clarify where this is listed, and why it is even considered to be fraudulent?

Kind regards,

Adam

Dear Juhou,

I appreciate that you have sent me the screenshot showing that the email used to contact the support team is the same as mentioned in the post above. Can you also confirm if this is the email used to register your casino account?

Kind regards,

Adam

yes

Thank you for the confirmation, Juhou.

Dear Bets.io Casino,

The player has provided the screenshot without redaction and the email used is the same as the email you have mentioned previously. The player also states that this is the same email used to register their account. Is there perhaps some other information that could be used to locate the player's account?

Kind regards,

Adam

Thank you for the update, Bets.io Casino.

Dear Juhou,

Are you able to provide the requested information to the casino? Please let us know when you have done so.

Kind regards,

Adam

Thank you for the screenshots provided, Juhou.

Dear Bets.io Casino,

The email appears to have been sent from the address vip@bets.io. Does this shed any light on the situation?

Kind regards,

Adam

Hello Adam,

First and foremost, we have thoroughly reviewed our correspondences from February 5, 6, and 7 in an attempt to identify the specific email in question. After careful examination, we can confirm that no emails with the mentioned closure and deduction reasons were sent by us on those dates.

While we can confirm that the header, footer, and email address used are indeed ours, we must emphasize that the following statement was not part of any communication we have sent:

"Participating in any type of unacceptable play, including, but not limited to, placing consistently unchanging bets for an extended period in a single casino game without variation."

Our casino has not previously used such wording or reasoning in any communication.

Furthermore, we have serious concerns regarding the authenticity of the screenshots provided. They appear to have been edited, which raises doubts about their validity.

Additionally, as stated in my previous message, we requested more detailed information that could have been retrieved within a few minutes by the user. However, instead of receiving the necessary data, we were sent the same screenshot and an email that still does not clearly show the recipient.

We would also appreciate if additional screenshots could be shared, as our VIP team engages in multiple email correspondences with customers and a broader context is needed.

Adam, I’d like to clarify that whenever we’ve had complaints in the past, we’ve always been able to identify the user promptly and responded in full cooperation. This particular case, however, gives the impression that the user may be attempting to mislead us.

We would be happy to arrange a call at your convenience to walk you through everything related to this case and to transparently demonstrate that we are not withholding any information or causing unnecessary delays.

I have been reading this thread in disbelief. It's blatantly transparent to claim that I don't (or didn’t) have an account on the Bets.io site when all logic — and even clear evidence — supports the opposite. In my opinion, these absurd additions by Bets.io only further reinforce the scam committed by the site.

What sense would it make for me to get upset on Trustpilot if nothing had happened, if I hadn’t suffered any wrongdoing, and if I hadn’t lost any money unjustly?

Bets.io responded to me on Trustpilot, and their reply was not along the lines of "Sorry, but you don’t have an account here," or "Sorry, but we haven’t sent any account closure email like that." In my opinion, their actions were entirely premeditated.

I have already added more detailed information to my Trustpilot complaint — so even if, by some odd chance, Bets.io’s response had initially been generic, they’ve had every opportunity up to this day to go back and correct it. Their answer definitely doesn't look generic at all. It looks like aimed at me very straight. There are no other similar replies by them at Trustpilot that would convince me that their reply actually was generic.

At this point, I truly believe this is outright fraud — not merely a possible misunderstanding/technical glitch. Their reactions only confirm that to me. If the casino, after all this, starts trying to claim that I’m the one misleading people, it feels like a desperate last attempt to respond to what is already very clearly seen.

But if, for some reason, Bets.io does apologize, retrieve my account, and — most importantly — return my account balance to me, I would greatly appreciate it. And if that truly happens, I would apologize for accusing them of scamming. In that case, I would only say, their site technically just really sucks.

I just want my account balance back to me, nothing else.

(EDIT After reconsidering this case more and more today, I can't possibly believe this could have been a glitch even if Bets.io claimed so now, because of how they have acted all along. It wouldn't be believable at this point to me at all. I'm sorry but absolutely no. Maybe inside job, hacking, maybe someone is scamming in their organization but not all are aware of it?... I don't know, possibilities, I just try to help...)

Dear Juhou,

There are a number of possible methods you can use to prove you have an account at the casino.

For example, when you registered at the casino you would have received an email asking you to verify your email address. You may also have received further emails regarding transactions or marketing from the casino. Please check and provide any communication received from the casino (forward these directly to my email, adam.m@casino.guru).

Additionally, you mention you have made both deposits and withdrawals in the past so perhaps you have records of this in the form of bank statements etc?

Can you also try to log in to your casino account, and take a screenshot of what is shown when you do so?

Kind regards,

Adam

Hello!

I have news! Adam asked me to send material to his email but I don't see any problem to post here at least first if the pictures will be kept as sensitive attachments anyway so that Bets.io can also see them.

First of all, they never sent me any email confirmation message when I opened my account back in February. I don't know why, but that's what obviously happened. Maybe related to the cause of the problem? But my account worked well without the confirmation.

Of course I have those 'You have made a successful deposit!' and 'Your withdrawal request has been received!' emails, but first this what happened! Earlier today I was taking the screenshots of what happens when I try to log in. I never got this before, now I got this 'Maintenance in progress...' .. I waited for a while and then only '404 Not Found'. I came back to try again after some hours and now I managed to log in as you can see! I guess it's not relevant to talk about if I have an account or not anymore.

But I still have weird things going on.

1. Now I don't have any balance. It looks like the account is like new or something? Maybe they will still work to return my balance correctly, I really hope so..
2. I have a proof screenshot that I'm logging in normally from Finland IP, but my session shows DE! I have one more question: is Bets.io letting me now into some other person's account maybe, because that location is I guess Germany? I definitely don't use any VPN either.
3. 

Hello Juhou,

Thank you for the additional information. We will ask the casino to look into this once again. In the meantime, it would still be very helpful if you could forward me those emails you mentioned receiving regarding successful deposits/withdrawals.

Dear Bets.io Casino,

Can I ask you kindly to once more check this account information?

Kind regards,

Adam

Dear Adam,

I would like to provide you with a comprehensive explanation regarding the information shared by the user and demonstrate how the customer is attempting to mislead us.

Firstly, the user has presented inaccurate information concerning the creation of their account. We have thoroughly checked our records, and there is no account associated with the email address juhoahlberg0@gmail.com. Moreover, the user did not provide any other email addresses as evidence. Instead of submitting valid proof, the user diverted attention away from this crucial detail.

Secondly, regarding the 404 error and the screenshot displaying maintenance mode, the explanation is straightforward. Recently, we have been performing system updates as we introduced several new features, such as the loyalty system. While I cannot disclose specific internal information here, I would be happy to discuss it further with you via email or phone. In brief, the two screenshots in question are not linked to any specific user; rather, they represent a common occurrence during routine maintenance.

The user claimed to have encountered a 404 error and a maintenance notification, yet reported that the system was functioning correctly just a few hours later. This sequence of events aligns precisely with the purpose of maintenance – temporary unavailability followed by restored functionality.

Lastly, it is important to address the initial statement made by the user, in which they claimed that their account was closed. However, the screenshot provided clearly shows that the user was logged into the account, contradicting their earlier claim.

It is worth noting that if someone were to create a new account without making any deposits or engaging in gameplay, the newly created account would appear identical to the one shown in the screenshot:

Only one active session (as visibly indicated in the screenshot).

Two notifications (clearly shown in the screenshot).

Additionally, in the final screenshot, the customer’s email address is not fully visible.

Thank you for the additional information, Bets.io Casino.

Are you able to locate this account now and provide evidence of its creation date?

Dear Juhou,

I am still waiting for you to provide the emails mentioned previously. If nothing is provided by you, the complaint will be rejected as unjustified.

Kind regards,

Adam

Dear Adam,

We were not able to locate any accounts within this email juhoahlberg0@gmail.com.

Based on last screenshot, where only this part is visible: juhoahlberg0 - we were not able to find this account as well.

As mentioned before - we have strong belief account from last screenshot was newly created and information that customer provided is really short.

Hello!

Bets.io finally resolved the issue!

I'm already attempting to withdraw my balance but it wasn't successful yet. I attached a screenshot of it here and in the email together with my past deposits and a withdrawal, even though I don't see that so relevant anymore, because all seems to be back to normal!

I need to be offline for a period of time from this weekend on now, so the timing was just perfect to get all fixed. Thank you Casino Guru for taking this case and above all Bets.io for fixing my account!

Hello Juhou,

Thank you for the update. Can I ask you to clarify - can the complaint be closed as resolved, or would you prefer for us to wait for you to receive your withdrawal?

Kind regards,

Adam

Hello Juhou,

As we have not heard anything further from you, and you stated the issue was resolved, we will close the complaint accordingly.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Adam