Sportbet.one Casino - Igračeva sredstva su konfiskovana.

For the first few weeks after registering, I was able to play without any issues regarding deposits or withdrawals. However, I was suddenly notified that my account was under review, and ten days later, I was told that my balance of approximately 1,800 TRX had been confiscated on the grounds that I was using multiple accounts.

I only have one account, and I use only one device and one network. As I live alone, no one else uses the same network.

I would like this site to acknowledge its mistake and return my balance.

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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.

• 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 advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

⇒No.As I live alone, it is impossible for anyone other than me to use it.

Could you please advise if you have passed the KYC verification?

⇒I have not been asked to provide KYC documentation. I can submit it immediately if required.

Have you accumulated your winnings with or without an active bonus?

⇒I have not received any bonus at all.

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

⇒No.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I send screenshot via email.

Please check them.

Thank you

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, Stefan (stefan.m@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 kusudama,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Sportbet.one Casino to join this conversation and assist in addressing the complaint.

Dear Sportbet.one Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant 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.

Hi everyone,

We sincerely apologize — unfortunately, we missed the email from Casino Guru about this case being opened. We only saw it today and have already started looking into it.

Would it be possible to give us until the end of this week to respond?

Jess

The head of the Client Success Department

Dear Sportbet.one Casino,

Thank you for your response.

We will extend the timer by an additional seven days to allow you more time to complete your review and provide us with an update.

I look forward to your response.

Hello everyone.

Dear Stefan,

We have sent all the evidence to your email, stefan.m@casino.guru, as we do not want this information to be publicly available on the forum.

Dear kusudama,

Thank you for your patience while we reviewed your complaint.

We have carefully reviewed the information and evidence provided by the casino. Based on our assessment, we have to agree with the casino's decision in this case. Unfortunately, we are not able to share the confidential evidence submitted to us by the casino.

For this reason, we will now proceed with rejecting your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru