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

I am submitting this complaint following the unjustified closure of my account and the illegal confiscation of 5,000 EUR by Binobet casino.

Here is the exact sequence of events from A to Z:

1. The Winnings:

I deposited my own funds and played standard live blackjack on an open, public table. I did absolutely nothing wrong or unconventional.

Through standard gameplay, my balance reached exactly 5,000 EUR.

1. The Winnings:

I deposited my own funds and played standard live blackjack on an open, public table. I did absolutely nothing wrong or unconventional. Through standard gameplay, my balance reached exactly 5,000 EUR.

2. The Withdrawal Request & Account Block:

As soon as I requested a payout for my 5,000 EUR winnings, the casino restricted and closed my account. When I contacted their customer support to ask for explanations, they refused to provide any technical logs, evidence, or concrete reasons. Instead, they sent me vague, automated replies and explicitly stated they would no longer reply to my emails, completely closing the door to private communication.

3. The Public Trustpilot Turnaround:

Faced with their silence, I posted a public review on Trustpilot to report this behavior. Surprisingly, the Binobet Team replied publicly to my review, stating verbatim:

"Should any external authority or recognized dispute resolution body contact us regarding your case, we will cooperate through the appropriate official channels and provide information where applicable."

Conclusion & Request:

Since Binobet has publicly committed to cooperating with a third-party mediator, I am taking them at their word and bringing this case to Casino Guru. I request that you contact them so they are forced to either present clear, undeniable technical proof of fraud to your team, or immediately reinstate my account and process my 5,000 EUR withdrawal.

(Please find attached the screenshot of my final emails with their support, and the screenshot of their official public statement on Trustpilot).

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 eliott,

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?
• Did you achieve your current balance with the help of a bonus?
• 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

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

Best regards,

Jean

1 Vérification:

I did not have the chance to complete the full KYC verification before they blocked my account. They restricted my access immediately after I submitted my withdrawal request. However, I am completely ready and willing to provide any identity documents needed.

2 Account duration and blocking date:

I opened my account and made my first deposit on June 10th.

My account was officially blocked on June 26th, right after I requested my payout.

3 Bonus:

No, I did not use or activate any bonus for this play session. I played exclusively with my own raw cash deposit on standard live blackjack.

4 Communication and screenshots:

The casino never gave me a precise reason or concrete accusations in private. They just sent generic automated messages stating the decision was made in accordance with their terms. I am attaching the images by your email of our last email exchange from June 26th here, along with the screenshot of their public response on Trustpilot where they promised to cooperate with an official authority.

Dear eliott,

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 eliott,

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,

Thank you for inviting us to this discussion. We appreciate the opportunity to cooperate directly with Casino Guru to address this matter in a transparent and objective manner.

Please be informed that due to strict data privacy regulations and security protocols, we do not publish internal player logs, specific verification findings, or technical gameplay data on public forums.

To ensure a thorough review, we have forwarded the complete evidence package - including the relevant game history logs and the specific compliance grounds for the account restriction - directly to your internal email address (martina.b@casino.guru).

We remain fully at your disposal to provide any further clarification or documentation needed as you review the shared files.

Best regards,

The Binobet Team

Dear Binobet Casino Team,

Thank you for your email. I have not received all the attachments. Could you be so kind to send it again?

Thank you very much in advance.

Dear Martina,

Thank you for letting us know. We see that you have also replied to our internal email thread, so we will be continuing our communication and re-sending the complete set of files directly there.

Please stay tuned and check your inbox shortly.

Best regards,

The Binobet Team

Dear Binobet Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your message. We can confirm that we have safely received your email, and we are currently reviewing your request with our relevant internal team.

We will do our absolute best to provide you with further details and any additional information directly within that internal email thread as soon as possible.

Best regards,

Binobet Team

Dear Martina,

Thank you for your patience.

We would like to inform you that we have just replied to your latest message directly within our internal email thread, providing a detailed breakdown of the technical evidence and network logs associated with this case.

Please check your inbox at your earliest convenience to review the provided information. We remain at your disposal for any further questions you might have.

Best regards,

Binobet Team

Dear eliott,

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.