AceBet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hello, I tried to withdraw money from my account, but when I did, my account was blocked and all my money was taken. I contacted them via chat, but I only received an automated response and then they blocked me from sending messages. The casino does not have KYC (Know Your Customer) verification.

Buenas, he intentado retirar dinero de mi cuenta y cuando lo he hecho me han bloqueado la cuenta y se han quedado con todo mi dinero. Les he preguntado por el chat y sólo me dan una respuesta automática para a continuación bloquearme la opción de enviar mensajes. El casino no tiene KYC.

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello, I've played a bit of everything. I asked them via chat why my account was blocked, but they didn't give me an explanation. I never play bonus games because I don't trust the casino.

Buenas, he jugado un poco de todo. Les he preguntado por el chat por qué me han bloqueado la cuenta y no me han dado explicaciones. Nunca juego bonos porque no me fio del casino.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear PragmaticoH,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from AceBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear AceBet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, all of the players requested withdrawals have been processed before we have permanently off boarded this user from our platform due to arbitrage betting.

Attached is screenshot showing that user has no more balance and has withdrawn and is indeed in profit $757 from our platform.

I've never done arbitrage before, and when I requested a withdrawal, my account was strangely blocked. Is this a coincidence, or is it that players are banned when they withdraw money? By the way, I checked the wallet transaction history, and your withdrawal isn't listed. Are you manipulating the data?

En mi vida he hecho arbitraje y cuando solicité el retiro curiosamente se bloqueó mi cuenta. Será coincidencia o es que cuando el jugador retira dinero es expulsado? Por cierto, he mirado el historial de transacciones de la billetera y no aparece vuestro retiro. ¿Será que estáis manipulando los datos?

I forgot to mention that they don't offer any explanation either. It's like they're forcing you to contact them just to claim your account when all you want is your money back. Is there any way to attach all the transactions received in my wallet without having to reveal which one it is?

Se me olvidó añadir que tampoco dan explicación alguna. Es como si te impusiesen que les vas a hablar solo para reclamar tu cuenta cuando sólo buscas recuperar tu dinero, ¿Existe alguna forma de adjuntar todas las transacciones recibidas en mi billetera sin tener que mostrar cuál es?:

Hello everyone,

thank you both for the updates.

Dear PragmaticoH,

thank you for the additional information and for explaining your concerns regarding the withdrawals and the transaction history. I have taken note of your comments.

Dear AceBet Casino,

could you please provide a more detailed explanation of the alleged arbitrage betting and clarify what specifically led to this conclusion?

I would also appreciate it if you could provide the relevant transaction history and gameplay/betting history for the player's account, particularly for the period leading up to the account closure and withdrawals. This would allow me to properly assess the activity and understand the basis for the casino's decision.

If any of the requested information contains sensitive data that cannot be shared publicly, you may provide it to me confidentially via email (samuel.s@casino.guru).

Thank you for your cooperation.

That proves nothing. I have a list of all the bets I've placed; do I have to show the whole list? It feels like you're trying to manipulate people.

Eso no demuestra nada. Tengo un listado con todas las apuestas qué he hecho, ¿he de enseñarlo el listado entero? Es que da la sensación de qué intentáis torear a la gente.

Hello everyone,

thank you both for the updates.

Dear AceBet Casino,

thank you for providing the additional screenshots. However, after reviewing the materials, I am also unable to determine what exactly they are intended to demonstrate or how they support the allegation of arbitrage betting.

Could you please clarify what type of provider Golden Frog is and what exactly the screenshots provided by them are intended to demonstrate? In their current form, the screenshots do not provide sufficient information for me to independently establish the alleged arbitrage activity.

As requested previously, I would therefore still appreciate it if you could provide:

• a detailed explanation of what specific betting activity was identified as arbitrage;
• the relevant transaction history;
• the player's gameplay/betting history for the period leading up to the account closure and withdrawals; and
• any specific records or calculations from the provider that demonstrate why the identified activity constitutes arbitrage betting.

If the provider's information contains sensitive data, you may send the complete documentation to me privately by email at samuel.s@casino.guru.

Dear PragmaticoH,

thank you for your comment. I understand your concern, but at this stage I am simply requesting the relevant betting records from the casino so that I can properly assess their allegation.

Thank you both for your cooperation.

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.

Hello everyone,

Dear PragmaticoH,

I would like to provide you with my final update regarding this complaint.

After reviewing the information available in the complaint, I need to clarify that the issue in your case concerns sports betting, specifically the casino's allegation of arbitrage betting.

Casino Guru primarily focuses on complaints related to online casino games, such as slots, live casino, table games, bonuses, and related casino matters. We do not have the appropriate expertise or scope to independently assess whether particular sports bets constitute arbitrage betting or whether a bookmaker's assessment of sports betting activity was correct.

For this reason, I will now close the complaint as Rejected.

Please understand that this decision does not mean that I have concluded that the casino was correct, nor that I am taking the casino's side. The casino has also not provided me with sufficient detailed information for me to independently assess the alleged arbitrage activity. However, because the underlying dispute concerns sports betting, this is unfortunately not something I can properly adjudicate through our complaint process.

Had it been clear from the beginning that the complaint concerned sports betting, it would not normally have been assigned to me for investigation in the first place. Unfortunately, this only became clear during the investigation.

As a possible alternative, I recommend that you look for a platform or authority that specifically deals with sports betting disputes and can assess the alleged arbitrage activity.

You may also consider contacting the casino's licensing authority. According to the information available to us, AceBet Casino operates under an Anjouan Gaming licence. You can find more information about the licensing authority and the complaint process here:

https://casino.guru/licensing-authorities/comoros-license

Dear AceBet Casino,

thank you for your cooperation and for the information and evidence you provided during the investigation.

As the complaint concerns sports betting and is therefore outside the scope of what Casino Guru can properly assess, I will now close this complaint as Rejected.

Thank you both for your cooperation.

Best regards,

Samuel

Casino Guru