Kalitebet Casino - 플레이어의 상금은 압수되었습니다.

Dear Casino Guru Officials,

My name is Onur **** and I am a registered member of the Kalibet platform under the [hidden by Casino.Guru]

I deposited 5,000 TL and won 1328493 TL in the Sweet Bonanza 1000x game. On 12.08.2025, I submitted a withdrawal request. The site informed me that I could only withdraw up to 40 times the amount I deposited, and then deleted the rest of my balance.

Before requesting the withdrawal, I contacted the live support team. I was clearly told that the site is licensed by Gaming Curacao and that there are no withdrawal limits or multipliers. I was explicitly told that even if I deposit 100 TL, I would be allowed to withdraw 1,000,000 TL without restriction.

However, after winning without receiving or using any bonuses, my balance was confiscated with the excuse that "you cannot withdraw more than 40 times your deposit".

I am attaching proof of my deposit, screenshots of my withdrawal request, and my correspondence with the site’s support team.

I kindly request that you investigate whether this platform is complying with the licensing rules and ensure that my winnings are paid. I expect your response via email at [hidden by Casino.Guru]

https://www.ppshare.net/0uc51zlLAa

Thank you in advance for your assistance.

Sincerely,

[hidden by Casino.Guru]

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Kalitebet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you receive any communication stating the reason for the confiscation of your balance? Based on the screenshots, I can see the live chat agent mentioned only wagering of the cashback bonus. 
• Did you accumulate your winnings with or without an active bonus?  
• Did you pass the verification? 

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,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thank you for your response. I did not obtain my winnings through any bonus (deposit or loss). I earned them with my main balance. They informed me that my main balance had no withdrawal requirements. Later, after I won, they changed the rules for only one (1) day, stating that I could withdraw up to 40 times my deposit.

After that, I contacted live support and asked if there was any withdrawal limit on the main balance, and they assured me there was absolutely none. I made my deposit and won according to the existing rules. In the current rules, there is absolutely no "deposit multiplier" rule. I also have screenshots proving this.

They didn't ask for verification. It was a site I had been investing in for a long time. They let me withdraw 240,000 TL, but they deleted the remaining amount. It's also visible in the screenshots

Thank you for your reply! Did the casino quote the particular rules from their terms and conditions that they were referring to when deducting your winnings? Have you checked the T&Cs? Was that rule added only for one day and then deleted from there? Can you please share the screenshots you mentioned you have?

In general, if you have any more relevant communication between you and the casino that you haven't shared yet, please forward it to [email protected]. Alternatively, you can post the screenshots here. Thank you in advance.

Dear Onurergun,

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.

Thank you once again for your attention. Due to work, I’ve only just seen your message.

No, they did not provide any documents. Everything is visible in the screenshots I shared with you. Right before requesting the withdrawal, we asked this question from several different accounts. They told us there were no withdrawal rules at the time. Then, when I submitted the withdrawal request, they suddenly claimed that I could only withdraw 40 times my deposit.

It’s clear that they made up this rule deliberately just to avoid paying out the money. This is also evident in the live chat conversations.

Dear player, before we proceed, could you please specify what you meant by: "we asked this question from several different accounts." Do you have more than one player's account at the casino?

"I meant that my friends also have accounts on this site, and they asked this question to the site's live support."

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Onurergun,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just to confirm, are you claiming that the rule "6.3. You can earn a maximum of 40 times your investments. This rule is a global rule that is available to all licensed bookmakers." was not present in the casino's terms and conditions when you registered or gained your winnings? If so, can you prove this somehow? If you have any other written conversation with the casino team, ideally an email conversation, please forward it to me at [email protected]

While I understand that the casino support should provide you with accurate and true information, unfortunately, the written rule takes precedence over any other information provided by the livechat. Ultimately, you agree to the written terms and conditions when you register your account.

I will still contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Kalitebet Casino to join the conversation.

Dear Kalitebet Casino,

Can you please confirm that your support team has informed the player that there is no win/withdrawal limit in regard to their winnings? Can you please locate the livechat conversation with the player to verify this? Additionally, can you please confirm since when the rule "6.3. You can earn a maximum of 40 times your investments. This rule is a global rule that is available to all licensed bookmakers." has been present in your terms and conditions?

If there are any additional factors relevant to this case that cannot be disclosed publicly, please share them with me directly at [email protected]

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.

Dear Onurergun,

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.

While previously the casino seemed to be licensed by the Anjouan Gaming Authority (AOFA), I haven't been able to access the casino webpage for the last couple of days, so I'm unable to confirm if their license is still valid. If you manage to access the casino's webpage, you should be able to submit a complaint to AOFA through the validator at the bottom of the casino website by filling out the "File a complaint" form. Our article about Licensing Authority – Anjouan Gaming | Casino Guru might be useful for you. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru