Binobet Casino - Račun igrača je zatvoren, a sredstva su konfiskovana.

 would like to submit a complaint regarding BinoBet Casino and the closure of my account following a successful KYC verification request.

After playing on the casino and accumulating a balance, I was asked by BinoBet to complete Know Your Customer (KYC) verification procedures. I fully cooperated with the verification process and provided all requested identification documents and information.

After submitting the requested documents, I received an email informing me that my account had been permanently closed and that my funds had been confiscated due to alleged violations of the Terms and Conditions.

The casino cited a broad list of possible violations, including account transfer, collusion, chip dumping, use of VPN or proxy services, and fraudulent activity. However, they did not provide any specific evidence or indicate which particular rule I allegedly violated.

I categorically deny engaging in any of the activities listed by the casino. I have never:

sold, transferred, or shared my account with another person;

colluded with other players or engaged in chip dumping;

played on behalf of another individual;

used software or hardware tools to gain an unfair advantage;

intentionally used VPN or proxy services to conceal my location while playing.

I believe it is unfair for the casino to request KYC documentation, accept my verification, and then immediately close my account without providing any evidence or a clear explanation of the alleged breach.

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.

Dear LEXAAAAA,

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.

• Did you pass the verification before you lost access to the account?
• 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?

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

Best regards,

Jean

I passed the KYC.

Maybe 2-3 months.

Slots.

No with own money balance.

Thank you for the clarification.

Could you please let me know when exactly your account was blocked?

Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

Thu, Jun 25, 10:53 AM Is when i got the email saying its blocked

Dear LEXAAAAA,

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, Martina, (martina.b@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,

Jean

Dear LEXAAAAA,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Binobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina and LEXAAAAA,

Thank you for your patience while we reviewed this case.

We have just sent an email directly to Martina providing the detailed technical evidence, network logs, and backend screenshots demonstrating the severe Terms & Conditions violations that led to the closure of this account.

We kindly await Martina's review of the provided details and remain available should the Casino Guru team need any further clarification.

Best regards,

Binobet Team

Dear LEXAAAAA,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case.