AvoCasino - 플레이어의 계정이 이유 없이 폐쇄되었습니다.

They cancelled 2 withdrawal transactions and then blocked the account without explanation and without even requesting verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed the account verification process in this casino? Which documents have you provided during the verification process?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1.My account was about a week old. I was blocked yesterday after I wrote in chat asking why my withdrawal was cancelled.

2.Casino and sportbets

3.I never use bonuses

4.They did not ask verification. However early on Aerobet i passed verification and withdraw my money succesfuly. Thats why i try Avocasino. I know that they would ask to verify selfie id and screenshots of ewallet.

5.I don't know why, but when I try to send the chat transcript to my email, nothing comes through. I'll try sending you a copied text message to the email you provided.

I can verify and confirm that this is my account. I would like to withdraw my funds, as I haven't violated the rules, and I would like to speak with an Avocasino representative to resolve this issue.

Hello!

Client's account was closed because of fraudelent activity: client has an account on our partners project and made parallel bets (forks). Therefore his account was closed.

The casino is giving contradictory reasons for blocking my account.

1) In email they stated that I was blocked for using VPN.

2) In your thread they now claim I have account on Aerobet and made arbitrage bets.

These two explanations are not consistent and therefore questionable.

I request that the casino provides:

VPN detection logs

Full betting history export to disprove arbitrage accusations

If they cannot provide evidence, the confiscation of my balance is unjustified.

Where does it say I can't have accounts on different sites at the same time? I don't have two accounts on Avocasino. One is Aerobet, the other is Avocasino. They're different sites.

Hello!

titburn15, please mention that we never said that your account was blocked due to VPN usage. In the email we mentioned that you violated T&C of our website and we quoted point 10.3 where VPN is just one of possible violations in the list. The account was closed due to fraudelent activity.

We wish you a good day!

Thanks to both parties for your replies.

Dear player,

Please understand that if you mainly placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. 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 issues with any online casino, and we will try our best to help.