BETVIBE Casino - Igrački račun je zatvoren i isplata je obustavljena.

I would like to submit a complaint regarding Betvibe Casino for account closure and withheld withdrawal.

My account was operating normally while I was depositing and playing. After becoming profitable and requesting a withdrawal (approximately INR 8,000), my account was suddenly closed and the withdrawal was placed under review.

Betvibe requested full KYC documentation, including government-issued ID and bank statements. I provided all requested documents promptly and accurately. My identity details match my bank account, and all deposits were made from my own UPI account. I did not use bonuses, multiple accounts, or chargebacks.

Despite full cooperation, there has been no clear explanation, no final decision, and no resolution. Communication from Betvibe consists only of automated ticket acknowledgments, without addressing the actual issue.

I have also submitted a complaint to the relevant licensing authority (Anjouan Gaming), which acknowledged the complaint and notified the operator. However, Betvibe has still not provided a meaningful response or resolved the matter.

From my experience, everything worked smoothly while I was losing, but once I became profitable and requested a withdrawal, delays and account restrictions began. I am requesting Casino Guru’s assistance to review this case and help obtain a clear resolution or payout.

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.

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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.?
• Did you receive any updates regarding the verification process after submitting your documents?
• When exactly did you create your casino account, and when was it closed??

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,

Kristina

Dear Kristina,

Thank you for your response and for reviewing my complaint. I appreciate your assistance. Please find the requested details below:

Games played:

I played only live casino games. I did not play slots or sports betting. No bonuses, promotions, or free spins were used at any time. All gameplay was normal manual play without any automated tools or irregular methods.

Verification updates:

After submitting the requested documents (government-issued ID and bank statement), I did not receive any confirmation or rejection regarding the verification. The only responses from Betvibe have been automated ticket acknowledgments stating that my request is under review. No specific concerns about my documents have been communicated to me.

Account timeline:

Account initially created around 8–9 November 2025.

The same account was temporarily closed using the responsible gambling/self-exclusion option on 10 November 2025.

The account was later reopened on 21 November 2025 through the casino’s process.

After requesting a withdrawal, the account was restricted/closed again.

Betvibe formally informed me of the account closure via email on 22 November 2025 at approximately 9:40 PM, citing "Clause 11" without specifying any sub-clause or providing evidence.

To clarify, this was always a single account, not multiple accounts. All documents provided are genuine and unaltered, my identity details match my bank account, all deposits were made from my own UPI account, no bonuses were used, and no chargebacks or multiple accounts were involved.

Please let me know if any additional information or documents are required from my side. I am fully willing to cooperate to resolve this matter.

Thank you very much for your time and support.

Best regards,

Saurabh K***

Hello saurabhk124,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

As of 21 December, I have still not received any substantive response from the casino.

The only communication provided by Betvibe remains the generic email dated 22 November 2025 (9:40 PM) stating that my account was closed under "Clause 11," without specifying any sub-clause or providing evidence. Since then, I have received only automated ticket acknowledgments.

Additionally, Betvibe’s live support informed me that there would be no further communication on this matter.

I am sharing this update for transparency, as there has been no clarification, justification, or resolution regarding the withheld withdrawal despite full cooperation from my side.

Please let me know if any further information or documentation is required.

Thank you very much for your reply, saurabhk124. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have forwarded all relevant correspondence and screenshots to Kristina via email as requested. Thank you for reviewing.

Dear saurabhk124,

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, Igor (igor.p@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,

Kristina

Dear saurabhk124,

I am so sorry to hear about your problem with the BETVIBE Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BETVIBE Casino representative to join this conversation and participate in resolving this complaint.

Dear BETVIBE Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear everyone,

I would like to inform you that I'm currently communicating with the casino representative outside of this thread.

Dear saurabhk124,

Is there any chance that the device you used to access this casino was also used by other people?

Thank you in advance for the provided clarification.

No. The device used to access my Betvibe account was used only by me.

I did not share my device, login credentials, or account access with anyone else at any time.

All gameplay, deposits, and account activity were conducted solely by me.

Dear saurabhk124,

We have received evidence from the casino, including device ID and IP matches, sufficient to show that your device was used by multiple people and/or that multiple accounts were used on the same device.

The casino has a clear rule stating that only one account per person is allowed. If this rule is breached, the balance may be frozen or deducted.

BETVIBE reserves the right to suspend or terminate a player's account at its sole discretion at any time and for any reason without prior notice. Any remaining balance will be refunded to the linked credit/debit card or financial account if a player’s account is canceled.

BETVIBE may deactivate or suspend a player’s account (notwithstanding any other terms outlined in these Terms & Conditions) if there are reasonable grounds to believe a player has engaged in or is likely to engage in any of the following activities:

...

11.6. A player operates more than one account with BETVIBE.

11.7. A player collaborates with other users as part of a group, club, or coordinated effort to place wagers on similar or identical selections.

...

A player may be held liable for any associated damages, losses, claims, costs, or expenses incurred by BETVIBE (collectively referred to as "Claims") if their account is suspended or terminated for any of the above reasons. A player agrees to indemnify BETVIBE and hold the company harmless for such Claims.

BETVIBE reserves the right to withhold all or part of a player's account balance, recover deposits, and void winnings associated with these activities if evidence suggests involvement in any prohibited actions. Furthermore, BETVIBE may share players’ details with applicable regulatory authorities, governing bodies, or relevant third parties.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.