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My account on Zolobet was blocked, citing the fact that the crypto wallet from which my account was replenished is included in the investigation into money laundering. At the same time, this was the third deposit through Bybit. The bottom line is that I made all my deposits from the Bybit exchange wallet. And this is their official cold wallet through which millions of players make deposits to various resources.

Мій рахунок на Zolobet заблокували посилаючись на те, що криптогаманець, з якого здійснювалося поповнення мого рахунку фігурує у розслудуванні щодо відмивання коштів. При цьому це був вже третій депозит через Bybit. Суть справи в тому, що всі свої депозити я робив з гаманця біржі Bybit. І це їх офіційний холодний гаманець через який роблять депозити на різні ресурси мільйони гравців.

Dear alexeydp85,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, I would like to ask you a few questions:

• Can you provide any details or communication you received from Zolobet regarding the reason for the account block? You can forward me the emails from the casino at veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino before, or was your account blocked before your first withdrawal request was processed?
• Were you asked to provide any documents for verification before your account was blocked?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

In March, I made 4 deposits, all through my wallet on Bybit, namely, 2025-03-08 505 USDT, 2025-03-13 300 USDT, 2025-03-15 1000 USDT, 2025-03-25 500 USDT.

2025-03-31 I received a verification message in the mail. Standard procedure. I sent documents confirming my identity, address and a surfboard with a passport and an inscription. Then a separate letter came demanding to confirm the payment method. All this time I could log in to the account, but I could not spin the slots. After sending screenshots from the Bybit wallet regarding replenishing the account on Zolobet, they said about fraud, money laundering, about an unacceptable wallet for replenishment and blocked the account without any explanation. There was no talk of withdrawing funds from either my or their side. No withdrawal of funds from the wallet was made

В березні зробив 4 депозити всі через свій гаманець на Bybit а саме, 2025-03-08 505 USDT, 2025-03-13 300 USDT, 2025-03-15 1000 USDT, 2025-03-25 500 USDT.

2025-03-31 на пошту прийшло повідомлення щодо верифікації. Стандартна процедура. Направив документи, які підтверджуюсь особу, адресу та серфі з паспортом та надписом. Потім окремим листом прийшла вимога підтвердити спосіб платежу. Весь цей час я міг заходити на рахунок, але крутити слоти не міг. Після направлення скрінів з гаманця Байбіт щодо поповнення аккаунту на Zolobet сказали про шахрайство, відмивання коштів, про неприйнятний гаманець для поповнення і без жодних пояснень заблокували рахунок. Мова про вивід коштів не стояла ні з мого ні з їх боку. Жодного виведення засобів з гаманця не було здіснено

Thank you very much, alexeydp85, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear alexeydp85,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ZoloBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ZoloBet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello Dear alexeydp85,

Sorry for our late response to this matter.

We would like to address your concern regarding the report associated with your TRON wallet address.

We understand that TRON addresses remain the same while only the tags may vary. However, once a wallet address is reported as potentially involved in scam-related activity, we are obligated to take this matter seriously in accordance with our internal risk management policies.

Please be informed that your account has been unlocked, and you are now able to continue playing. However, as a precautionary measure, the limits on your account have been adjusted based on our internal guidelines.

We appreciate your understanding and cooperation. Should you have any further questions or require clarification, please don’t hesitate to reach out

Kind Regards,

Zolobet Support Team

Dear ZoloBet Casino,

Thank you for your explanation and for the prompt actions taken to resolve this issue.

Dear alexeydp85,

Could you please confirm whether your account has been unblocked? May we consider your issue resolved?

Dear alexeydp85,

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.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Kubo