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After I had completely spent the bonus I received, I was suddenly criticized and my balance was forcibly confiscated.



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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to the bonus you activated and played with?
• What types of games did you play while your bonus was active?
• Have you made sure not to exceed the maximum allowed bet limit?
• Has the casino specified which rule you allegedly breached?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

First, I received a 100% deposit bonus. It had a 10x wager requirement with no specific restrictions on the games I played. I haven't confirmed the bet limit, but it's likely to be $5, as is common on general sites, although it could be $3. However, since I bet less than that, I don't think it's an issue. Most of the games I played were "Huhuhu" by Pragmatic Play, and I briefly played a few others from similar providers. My bet amounts were low, around $0.15. At one point, I also played a game called "Plushie." For all these games, I received the bonus upon deposit after receiving the bonus email. At that point, there were no restricted games, so there were no problems.　Furthermore, sportsbet.io has implemented a system where pre-determined bonus prohibited games cannot be played. These prohibited games are designed so that the balance is not displayed during bonus play, making them unplayable.　Furthermore, there were no gameplay issues, and no rules were violated regarding bet sizes. The reason given for the confiscation of their funds was a "potential violation," and no further explanation was provided by customer support. A chat log of our interaction is attached at the end of this message.

The balance was automatically confiscated without notice after the wagering requirements were met, with a disputed amount of $1000. Regardless, this is a baseless accusation, and confiscating funds unilaterally without any notification is dishonest. KYC and other verification processes were fully completed. While deposit and withdrawal history has been removed from the site and is no longer visible, I believe I have made over five transactions in the past.　

Thank you for your cooperation.

Hello salisero,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear salisero

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, Mirka (miroslava.d@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,

Veronika

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sportsbet.io Casino representative to join this conversation.

Dear Sportsbet.io Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear player,

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

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.