Sportbet.one Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

My account has been registered here for several years, I played a few times in the past few years, then I didn’t play anymore, recently I came here to play, then they froze my account, there were 855 dollars in my account.After more than 20 days of investigation, they said I had multiple accounts, but I only had one account, so they permanently confiscated my funds and froze my account. I feel very wronged. I didn't have multiple accounts, but they decided my account with just one sentence. I think this is unfair. I want to get my money back.

I asked them to provide evidence.

Dear wuqianyuan520,

Thank you very much for submitting your complaint. I’m sorry to hear about your account being frozen and your funds confiscated after such a long investigation.

I have reviewed the email from the casino stating the reasons for their action. To help us look into this matter, could you please clarify a few points:

• Have you ever registered any other accounts with Sportbet.one, even in the past or using different emails?
• Did you ever use any betting software or tools that might be considered automated or related to arbitrage betting?
• Do you have any other emails or chat transcripts where the casino explains the reasons for the block or any evidence you have already requested from them?
• Please feel free to forward any additional communication to petronela.k@casino.guru.

Please note that if the issue turns out to be related specifically to sports betting activities (like arbitrage or automated betting), we may not be able to assist further, as we do not mediate sports betting disputes.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I only have one account at their casino, I can be investigated, I didn't use any software, There is also no arbitrage, I have not received any bonuses for these activities, I asked them to provide relevant evidence, but the reply they gave me was the final decision, so I think this is unfair because I have not violated anything.

Dear wuqianyuan520,

• Have you ever used your device or internet connection to help someone else access their own account on Sportbet.one?
• Have you ever accessed your account from public or shared networks, such as internet cafés, workplaces, or university Wi-Fi?
• Do you remember if you ever used the same payment method (card, e-wallet, or crypto wallet) that might also be connected to another player’s account?
• When was the last time you successfully played or made a withdrawal from your account before the recent issue started?

Thank you in advance for your reply.

I don’t have any of these, I use my own network, which is my home network, and my savings are also in my own wallet, the last game was more than a month ago, specifically

Thank you very much, wuqianyuan520, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

What do I need to do now?

Hello, wuqianyuan520,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

As for your question - for now, please just wait.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

They said I violated the rules, said I was arbitrage, but I didn't participate in any activities, and said I had multiple accounts, but I didn' t have multiple accounts, these are all their excuses, without providing detailed information, I asked them to provide evidence, but they didn't, they didn't provide specific evidence.

Hello everyone,

My name is Jess, and I’m the Head of the Customer Success Department.

I just wanted to inform you that the investigation has been completed. All the relevant evidence will be sent to branislav.b@casino.guru shortly.

Thank you for your patience.

Dear wuqianyuan520,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to the following reasons:

• Reasonable grounds to believe more than 1 account was registered and used at Sportbet.one Casino (multiple accounts), which itself breached the casino's Terms and Conditions and likely made the KYC impossible; at least based on the provided data, it would be very difficult or impossible to prove otherwise
• The accusation also relates to sports/e-sports betting and a violation of rules governing it, which, as you might know, is a kind of issue we currently do not handle and do not have enough insight to take on

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, if the casino states it on its website, or directly to the authority that regulates the casino.

Thank you very much, Sportbet.one Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru