Sportsbet.io Casino - Igrački nalog je zatvoren.

Dear xettanti,

Thank you very much for submitting your complaint. I’m sorry to hear about your account being blocked and the difficulties you're experiencing in communicating with the casino.

To better understand your situation and assist with the investigation, could you please provide the following information:

• When exactly was your account blocked, and what was the last communication you received from the casino?
• Can you confirm if any bonuses were used before or during your gameplay that led to the $4,000 win?
• Did the casino provide any specific reason for asking about "Barash"? For example, did they suspect a connection between your account and another player?
• Have you ever shared your device, network, or payment methods with anyone else who might also use the same casino?

If you have any email communication, screenshots, or documents (such as your ID and selfie submission) that you sent to the casino, please forward them to petronela.k@casino.guru so we can review everything in detail.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi!

when I started playing I passed KYC and everything was ok

i texted them my withdrawal was canceled May 15, 2025, 4:49 PM, they asked for more documents I sent everything very fast they said I passed and all is okay

last email from them was May 20, 2025, 5:40 AM "We have acquired evidence that you are acting in breach of our terms and conditions.

Under rule 19.1."

No bonuses were used

No they just asked who is barash. I said this is my only one account and I have no idea who this is

No i never shared my pc or whatever. Im an experienced player and I've played on many sites for 10 years

I sent u everything petronela.k@casino.guru

Thank you, xettanti, for your detailed reply and for sending the supporting documents to our email.

Before we proceed further, could you please clarify why the disputed amount is listed as USD₮5,300 in your complaint?

You mentioned winning $4,000, so we’d just like to understand how the total amount in question was calculated — for example, whether it includes additional deposits, smaller wins, or multiple withdrawal requests.

This will help us ensure we’re working with the correct figures when contacting the casino.

Looking forward to your clarification.

Yes I deposited 1800$ and win its a total summ

Hello,

Thank you very much for your reply and for clarifying this.

Just to make sure I fully understand: you deposited $1,800, then won additional funds while playing, and in total you should now have $5,300 in your account (your original deposit plus winnings). Is that correct?

Please confirm this so we can ensure we have the exact amount right before we continue discussing your case with the casino.

Thank you in advance for your reply.

Yes you are correct

Dear xettanti,

Thank you very much for your confirmation so far — it really helps us keep your case clear and accurate.

Before we proceed further, could you please let me know exactly what type of games you were playing when you won the total amount? For example: slots, live casino, table games, or sports betting?

It’s important for us to know this because if your issue turns out to be related solely to sports betting, please note that unfortunately we won’t be able to assist further — our complaint resolution service covers casino-related matters only.

I look forward to your reply.

yes i did bets only on league of legends

Dear xettanti,

Thank you for your reply.

I’d like to kindly clarify one important detail before we proceed further. When you mentioned that you placed bets only on League of Legends, are you referring to esports betting — that is, placing wagers on the outcomes of professional League of Legends matches? Or were you playing some kind of casino game themed around League of Legends within the casino itself?

This distinction is important because our complaint resolution service focuses strictly on casino-related activities, such as slots, table games, and live casino. If your case is based solely on sports or esports betting, it would unfortunately fall outside the scope of what we are able to assist with.

• Could you please confirm which type of gameplay your winnings came from?

Your answer will help us determine whether we can continue working on this case.

Thank you in advance for your reply.

this is very sad u promote them as trustable on casino and they simply steal people's money on betting with ur name 🙂

Hello,

Thank you for your message. I understand your frustration, and I’m truly sorry to hear how disappointing this experience has been for you.

In order for us to determine whether we’re able to help with your case, I kindly ask you once again to clarify one key point: Were your bets placed on esports (e.g., outcomes of professional League of Legends matches), or were you playing a casino-style game themed around League of Legends?

This distinction is essential because our complaint resolution service can only assist with issues related to casino games. If your case involves only betting, we may not be able to proceed further.

I’d really appreciate your confirmation, so we can assess whether we can continue supporting your complaint.

Thank you in advance for your reply.

Dear xettanti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I did bets only on professional League of Legends matches

Dear xettanti,

Thank you for your clarification.

Please note that we include this casino in our database because they also offer standard casino games — such as slots, live games, and table games — alongside their sportsbook and esports betting options. However, our Complaint Resolution Center focuses strictly on issues related to casino gameplay, as we do not have a dedicated department or the necessary expertise to handle disputes involving sports betting or esports betting.

Since your activity appears to be solely related to professional League of Legends betting, we may not be able to proceed with your complaint. If the reason for your account block is indeed based on something specific to sportsbook/esports rules (such as collusion or suspicious betting behavior), we unfortunately wouldn’t be in a position to judge the matter fairly or provide any meaningful assistance.

That said, before we reach a final decision, could you please forward a copy of the earlier confirmation you mentioned — specifically the message from the casino stating that your account had been successfully verified prior to the block? You can send it as an attachment to petronela.k@casino.guru.

We will review it and consider if there’s still any angle we might be able to assist with.

Thank you in advance.

Dear xettanti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I sent you

Dear Sportsbet.io Casino team,

• Could you please clarify the exact reason why the player’s account was blocked?

For your reference, we have indeed received a screenshot from the player showing that their account was successfully verified in the past. We’d appreciate it if you could confirm whether this verification was later revoked, and if so, what prompted that decision.

Thank you in advance for your cooperation.

Hello Petronela,

Sportsbet.io user xettanti04 contacted our Player Safety and Assurance Team on 15th of May 2025 at 13:50 GMT via email asking about a declined withdrawal. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user xettanti04 was using multiple accounts to bypass our trading limits, which is against our Terms and Conditions rule 19.1 (https://sportsbet.io/help-centre/help-other/help-other-terms-and-conditions/general-terms-conditions).

The final decision by our Player Safety and Assurance Team was to close the account permanently with no return of balance. The user was informed about this via email, and no further correspondence has been held.

If you have any further questions or need any further documentation, feel free to ask us.

Kind Regards,

Sportsbet.io Team

This is a complete false. I never used your website before. Although I'm ready for any verification like video call etc.

Please provide at least a single evidence if you are sure this is true 🙂

Dear Sportsbet.io Casino team,

Thank you for your explanation. Since the player firmly denies ever having multiple accounts and has expressed willingness to undergo further verification, we kindly ask you to provide documentation or evidence supporting your claim that multiple accounts were used.

To facilitate the process, you can forward the relevant documentation directly to my email address: petronela.k@casino.guru.

We appreciate your cooperation and look forward to your reply.

Dear Petronela,

We have now sent you further information via email.

Feel free to get back to us should you need further details.

Dear xettanti,

Thank you very much for your patience during our investigation. We have carefully reviewed your case, including the additional documentation provided by the casino. Based on the evidence shared, we must conclude that the casino acted in accordance with its Terms and Conditions when it decided to confiscate your winnings and permanently close your account.

I understand this is not the outcome you were hoping for, and I’m truly sorry that we could not assist you further. Still, I’d like to thank you for your cooperation throughout this process.

We also wish to thank Sportsbet.io Casino for their collaboration and for providing the requested supporting evidence.

With this, we consider your complaint closed.

Best regards,

Petronela

Casino.Guru