Sportsbet.io Casino - Nalog igrača je neočekivano zatvoren.

Hello, after my good experience with this site for a long time. This time I was surprised that my account was closed and I was not allowed to withdraw my profits estimated at $450. After contacting support, they asked me to conduct a new verification of my information, which I actually did. After waiting for 28 hours, I received an email accusing me of having multiple accounts, which is not true. I have one account that contains my personal information. I hope you will intervene to help me withdraw my profits.

Dear Hamada04,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your account and the difficulties withdrawing your profits.

To better understand the situation and help you effectively, could you please provide more details on the following:

• When did you first open your account with this casino?
• Have you ever had any other accounts with this casino, even if they were closed or inactive?
• Did the casino provide any specific details or evidence to support their accusation of multiple accounts?
• Could you also share what games you played in the casino before the account closure?

If you have any additional relevant communication, such as emails or screenshots, please feel free to forward them to petronela.k@casino.guru. Your cooperation is crucial for us to fully understand the situation and proceed with the case.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

1- I opened my account about 8 months ago.

2 - I don't have any other account. This is the first account I opened after watching the advertisement in the English Premier League matches.

3 - The casino did not provide any evidence that I had multiple accounts. I only made a written accusation via email.

4 - I play slot machines and football.

I sent everything via email 4 days ago but I haven't received any response. Is there any update on my case?

Hi Hamada04,

Thank you for your reply and for the additional information.

• Could you please let us know if you ever received any confirmation of successful KYC verification? If you did, please forward that confirmation to us.
• Also, have you made any successful withdrawals from the casino in the past? Any details would be helpful as we continue to look into this matter.

Looking forward to your response.

Yes, my identity was verified and I was withdrawing my profits quickly and easily.

Thank you very much, Hamada04, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@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.

Thank you, I hope you solve my problem and withdraw my money. I have been waiting for a long time.

Hello Hamada04,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I just ask if you have ever used a VPN to log in to your casino account?

We would like to invite Sportsbet.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Sportsbet.io Casino,

Can you please provide more information about the player's account and how it is related to the other accounts?

Kind regards,

Adam

I did not use a vpn

Dear Adam and Casino Guru Team,

Sportsbet.io user Hamada04 contacted our Player Safety and Assurance Team on 19.02.25 at 18:56 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 Hamada04 was using multiple accounts to bypass our sports 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, feel free to ask us. 

Kind Regards,

Sportsbet.io Team

Thank you for your response, Sportsbet.io Team.

Are you able to provide supporting evidence of the player's use of multiple accounts, including how they have been linked to each other? It can be posted here or sent to my email (adam.m@casino.guru).

Kind regards,

Adam

I don't understand why I would have more than one account. I have one account with my personal information and I know very well the terms of the site that it is forbidden to have more than one account and that each family is allowed one account and you can check the IP address. My account was closed without any convincing reason although I respect your opinion and respect the terms of your site and I also requested a refund of my money only, which is estimated at 450 USD I registered on your website after seeing the advertisement for the English Premier League match and I was depositing money and withdrawing my profits without any problem.

Dear Adam,

We have privately replied via email with the required information.

Feel free to let us know if any further documentation is required.

Kind Regards,

Sportsbet.io Team

Thank you for the information provided, Sportsbet.io Casino. Please see my email in response.

Kind regards,

Adam

Dear Adam, I am responsible for the account that contains my personal information only, and I cannot be accused of having multiple accounts without any reason. I am also ready to prove that I own one account. I am not stupid enough to violate the site's terms and lose my money. I know the terms very well and I have no reason to open more than one account. The important thing is that I hope to solve this problem professionally and in a transparent manner. I trust you. With all due respect to everyone

Hello Hamada04,

Just to address your last post - the casino has sent me some more information about the multiple accounts and this is being discussed via email. I am unable to share the data here directly as it is of a sensitive nature and the information must remain confidential.

As mentioned, I have asked the casino for more details, and when this has been provided I should hopefully be able to provide more insight into the situation.

Kind regards,

Adam

I have no problem with this verification, I just want to confirm that I have one account with my personal information. I also lost a lot of money on this account and I did not encounter any problems when depositing and losing, and after winning $450, it appeared that I had multiple accounts. Why did I not have multiple accounts when I was losing? I see that this is always the excuse of casinos, which is to accuse players of having multiple accounts.

Dear Adam and CasinoGuru Team,

We have now replied to your email.

Many thanks.

Kind Regards,

Sportsbet.io Team

I am also confident in my words and I have one account that contains my personal information and I bear responsibility for it and I do not bear responsibility for any other accounts that do not contain my personal information.

Hello Hamada04,

The casino has now provided further evidence to support its claims, and it seems that the situation is entirely related to sports bets.

There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Consequently, the complaint will now be rejected.

Kind regards,

Adam