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I deposited £100 to betsio.com (sister website of bets.io) and managed to win £5000, purely through online live blackjack via the game provider 'Beterlive' as displayed on their website. I requested three withdrawals, two for £2000, and one for £1000. They have now disabled my account, and voided my withdrawals. They are saying that I have used prohibited strategy and it has breached clause 11 of their terms and conditions. This is a serious allegation, and I have done everything in my power to ensure that I done everything properly as per their terms and conditions. I am now extremely upset, as this was going to be lifechanging money for me and my girlfriend, which I won fair and square. I am also very concerned that I may have been involved in a scam to try and not pay out my winnings. I understand that turning £100 into £5000 is almost unheard of but I cannot let this go. I am entitled to this money as a legitimate customer. I demand betsio.com to contact Beterlive and get all of my game history to verify that what I am saying is fully the truth.

Hello exodus1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betsio Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?
• Did they send you any kind of evidence of your breach of terms?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Nick,

My account was fully verified as of Tuesday 15th April, at 9:32pm

All winnings were accumulated without the use of a bonus, I have proof that any bonuses I did receive were played, and lost, in rapid succession

The last time I spoke to the casino was 19th April 2025, a day after I formally complained to them and requested them to investigate my situation directly with the live blackjack provider. They just keep sending me generic emails and not providing me with the details I requested.

No they did not send me any evidence.

I am happy to send over any correspondence, and I did document all of my activity on their casino with screenshots beforehand, in case of something like this. So I can send that over also.

Please let me know

Hello. It’s been a week and I haven’t heard from you, and the deadline is in 30 minutes. Can someone get back to me please?

Hello exodus1,

Would it be possible to forward the communication between you and the casino related to this case before we would try to reach them to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

Hi Nick, I have sent across the information you requested.

Thank you exodus1 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you exodus1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsio Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

And what happens if they don’t reply or comment on the situation? I am almost certain this will be the outcome…

I just want to make it known that these criminals have flagged my trustpilot interview and got it taken down… absolutely unreal.

These people are disgusting criminals. I want to also make it known that since checking my bank statement, I noticed that my £100 deposit went to a website called ‘St Juvictech Nigeria’ who appear to sell music. So not only are they refusing payout, but they are quite literally partaking in money laundering.

I can guarantee that if I lost my £5000 in winnings by continuing to gamble it away, there would never have been any blocks or violations on my account, and they would’ve 100% let me deposit more.

If they do not bother to respond to this complaint, I ask casinoguru to at least please lower this casinos rating dramatically and/or take it off your website. I feel absolutely disgusted and ashamed to have even thought of giving these scumbags my hard earned money, LET ALONE my ID, address, pictures of my face etc… I can’t believe it

Dear Peter and Exodus1,

We’ve sent a letter to Peter explaining our position on the matter.

Looking forward to your response.

Dear Betsio Casino,

As I have asked you multiple times, I would like to see concrete evidence of this so called 'cheating' yet you refuse to provide any. It is quite obvious that you just don't want to pay out because there has not been even the slightest piece of proof given.

If you are not going to pay me, I ask that you remove all my personal information from your system. I do not feel comfortable with you holding this, given that you are clearly involved in criminal activity.

Thank you for the information Betsio Casino representative, I have responded to your email asking for further clarification.

Dear exodus1, I will keep you updated about any new developments. Thank you for your patience during this time!

Betsio Casino, any update on you paying my money?

3 hours to reply.... Guessing this is going quiet?

Dear Peter and Exodus1,

We’ve replied to Peter’s email to further explain our stance on the issue.

We look forward to your reply

Just pay the money and stop messing around. You're just trying to run this whole thing in circles thinking that I'll give up. I won't.

Casino Guru, are you going to respond?

Dear exodus1, from the information provided by the casino, you were accused of card counting. While this is indeed justifiable offense, warranting the blocking of your account, we believe that in cases where the player has not used any software to count cards and did it by their skill only, all winnings should be paid out, as it works in land-based casinos. The casino is adamant in its stance that confiscation was justified, and we weren't able to come to a compromise in the matter. Due to that, I will have to discuss this internally to decide on the next steps, and I will update you about any new developments. Thank you for your patience during this time!

Card counting?!??!! On an online table where the decks are shuffled every 5-10 minutes? What a joke… How can anyone believe this nonsense they are coming up with???? Like I have said from the start, they just don’t want to pay me because I made £5000 from only £100. If I had lost all of the £5000, I guarantee my account would never have been banned, and they would’ve let me keep depositing. It’s double standards… Surely it is impossible to count cards on a live game, especially when I am leaving and rejoining the table multiple times through the day??? It’s not my fault that I got lucky!!! This money was going to benefit my life greatly, and I had it stripped away from me.

Betsio Casino, as you can clearly see here, Casino Guru have clearly stepped in and called you on your bluff and yet you still refuse to compromise? You really should pay my winnings out or this will not be a good look for you.

Casino Guru, please could you reach out to Betsio Casino and ask them to provide proof of card counting, whether it be game logs or betting patterns etc. I feel as though I have a right to see this 'proof' given that I am the one suffering here.

You have even stated yourselves that 'this is indeed justifiable offense' committed by me, yet I have not seen a single piece of evidence to suggest this? Some transparency between me and yourselves (and Betsio Casino for that matter) would be nice.

It is evident that this is probably going to go quiet, however I would like to know what happens within your internal discussion too. I assume you must have contact with some other parties that may want to look into this?

Casino Guru, what are your thoughts on the next steps please?

?

Dear exodus1, as the casino did not provide me with sufficient evidence supporting their claim, we are forced to close the complaint as unresolved. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter