Dexsport.io Casino - Igrački nalog je zatvoren bez razloga.

Hello. I want to tell you about my experience working with Dexsport. The story is this: a week ago, I signed up, made my first

deposit, and started playing. At first, everything was fine, the design, the game conditions and communication

with the support service were all top notch. However, everything completely changed after I requested the first

withdrawal. I waited several hours for approval (although the office's rules state that conclusions are drawn instantly). After

waiting, I contacted customer support to look into it, but after checking with customer support, I received a disappointing response.:

Your account has been blocked due to a violation of the rules that we warned you about earlier. All winnings have been cancelled,

the balance has been restored to the deposit amount, but I also cannot withdraw the deposit. My account was completely

blocked without the possibility of withdrawing funds and reviewing the decision. I don't understand what kind of warning or

violation of the rules we are talking about. They accuse me of multicouting, they say that I allegedly have several accounts. 

I repeat, I registered a week ago and had never heard of Dexsport before and had no contact with it. I played personally, I did not share my data and device with anyone, I also made deposits, and only I had access to the account. I can

assume that the problem is related to using a VPN, perhaps because someone else was using a VPN in the country where I was located.

connected. However, using a VPN on the site is not prohibited, the support service has given permission to use it. But

I used the VPN myself for personal purposes. I have never created any other accounts, I have not violated the rules and

I have done everything in accordance with them. I believe that I was unreasonably blocked without providing any evidence. I also

want to point out that all my support requests were blocked and deleted - I either received the same type of responses, or without them

. In response to my request, the chat was immediately closed and deleted, blocking access to it. I also wrote to the

chat community about my problem, wrote to the administrators in private messages, but my messages were immediately deleted.

 And I'm blocked.

I would also like to draw your attention to the fact that on the Desport casino review sites there are numerous complaints that

players' accounts are blocked, referring to multiaccounting and violation of the rules, that is, the casino blocks players simply referring to the

same type of violation - multiaccounting, without providing any arguments for blocking gaming accounts. Examples

of complaints from other players on the trustpilot website: https://www.trustpilot.com/reviews/69de39bc8f5d4490ac632a99 /

https://www.trustpilot.com/reviews/69e772c39fa48d1236c13e4 / https://www.trustpilot.com/reviews/69dd4fa78adda2ac4f2-

15205

I ask you to help me understand this situation and return the honestly won funds in full. I did not break any rules and did not

create any other accounts. I disagree with the Dexsport support service's decision and with the accusations leveled against me.

As proof of my fair play, I am ready to provide all the necessary information and undergo any additional checks.

The account balance before the lock was 7,461.87 dollars. The total amount of all deposits is $2,250.

Below is a screenshot of operations with my account - deposits and withdrawals. I attached a screenshot of my balance

before the account was blocked and all winnings were canceled. I also attached screenshots of the chat with the support service, where I was

given permission to use a VPN, as well as screenshots of correspondence with the support service, which says that I violated

the rules and my account was blocked.

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 NickAce,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. Please allow me to ask a few questions so I can fully understand the situation.

• Is there any chance that someone from your household, or using the same IP address, has also created an account at this casino?
• Could you please confirm whether you have completed the KYC verification?
• Could you also clarify whether you used a VPN while accessing the site, and provide any additional communication from the casino regarding its approval to use?

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,

Petra

Hello. No member of my family has ever registered. There is no KYC procedure in this casino, so I did not undergo any verification. Also, the casino did not ask me for any additional information, did not request any verification. I used a VPN during the game. The use of a VPN is allowed on the site, and I will provide you with a screenshot from the support chat in which its use was allowed.

Thank you for your reply and for providing the previous details, NickAce.

• Have you accumulated your winnings with or without an active bonus?
• What specific warning or violation were you informed about by customer support?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I have not used or received any bonuses from dexsport. My balance was won only with the funds I deposited. 

The support service said that my account was blocked due to a violation of the multiaccouting rules. I tried to deal with them and get at least some clarifications, but the support did not provide any evidence and my further attempts to figure it out were simply blocked (at first they replied with the same thing, and then they immediately deleted the chat without answering anything. 

I'll provide you with screenshots of the support chat that I have.

They write that they warned me earlier, but I registered with them for the first time, having previously learned the conditions and restrictions in the chat. No one warned me in the chat in advance. 

I found out about the multiaccounting charge after I tried to withdraw funds.

Thank you for your reply and for providing the previous details, NickAce.

I have reviewed the Terms and Conditions of the casino and the following clause:

2.8. Rule regarding the prohibition for users from Russia and Belarus to use the service, and in case of detection, their accounts will be immediately closed:

a) Users residing in the Russian Federation or the Republic of Belarus are strictly prohibited from using our service.

b) In the event of detecting the use of our service by users from Russia or Belarus, we reserve the right to immediately close their accounts without prior notice.

c) Account closure will result in the termination of all associated privileges, including access to the service, storage of data, and utilization of functional features.

d) We disclaim any liability for any losses, damages, or consequences arising from the violation of this rule and the use of the service by users from Russia or Belarus.

e) All information collected from users in Russia and Belarus will be promptly deleted in accordance with our privacy policy.

Could you please confirm whether you were aware of these terms before creating your casino account?

• Were you ever informed during the registration or verification process that users from Belarus are restricted and that your access could be limited or blocked?
• Did you receive any notification regarding this?
• Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to: petra.h@casino.guru or upload your screenshots in the thread.

Thank you again for your cooperation.

At the time of registration, I wrote to support and clarified whether I could register and play in Dexsport from Belarus. The support in the chat replied that I could register (I will attach a screenshot of the correspondence with the support).

No. No one notified me that you can't register from Belarus. On the contrary, they confirmed that you can. Even after closing the account, they never referred to the ban on the game from Belarus.

I don't have any more screenshots of the chat with support, I'll send you again everything I have. I want to note that all my attempts to clarify something were blocked. My chat was blocked and deleted, I tried to write in Telegram, but I was blocked there as well.

Dear NickAce

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 Resolverr 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,

Petra

Dear NickAce,

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 Dexsport.io 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 and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. If you can't resolve an issue directly with an operator, you can escalate the case to an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I am sorry I could not be of more help on this occasion.