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I made a deposit of $50 reais on betei.io and got free spins, with these rounds I won the top prize of $40000, after that the house froze my money and winnings, and then asked to verify the account, I sent all the documents as it was requested, money earned honestly without breaking any rules, after that sportbet.io claimed I was money laundering and confiscated everything I won and closed my account, that's not done, too much cowardice, money earned honestly

Fiz um depósito de $50 reais na apostei.io e ganhei rodadas grátis, com essas rodadas ganhei o prêmio maior de $40000, depois disso a casa congelou meu dinheiro e os ganhos, e depois pediu para verificar a conta, mandei todos os documentos como foi requisitado, dinheiro ganho honestamente sem burlar nenhuma regra, após isso a sportbet.io alegou que eu estava fazendo lavagem de dinheiro e confiscou tudo que ganhei e fechou minha conta, isso não se faz, covardia demais, um dinheiro ganho honestamente

Dear Adrianoqxda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise how long have you been a player in the casino? Could you provide a link or a screenshot of the promotion you redeemed and its rules?

I'll await your reply.

Best regards,

Tomas

Good morning, I have been a casino player for approximately 3 months, I will attach the print of the promotion to deposit $25 and win 30 spins on the game GatesOfOlympus. I won the 30 spins and won the prize of $4000, after which they confiscated my winnings claiming it was money laundering, and it was won honestly.

Bom dia, sou jogador do cassino a aproximadamente 3 meses, vou anexar o print da promoção de depositar $25 e ganhar 30 giros no jogo GatesOfOlympus. Ganhei os 30 giros e ganhei o premio de $4000, apos isso confiscaram meus ganhos alegando ser lavagem de dinheiro, sendo que foi ganho honestamente.

Thanks for the reply, Adrianoqxda.

Was there any mandatory wagering requirement on the deposit or the bonus you needed to complete? Could you forward the communication from the casino regarding the confiscation of your winnings to my email tomas@casino.guru, please?

Good afternoon Tomas, I didn't have any requirements regarding the bonus or wagering, just depositing $25 and after that I won 30 rounds in the game that I took the biggest prize of the game, I already sent the communication via email.

Boa tarde tomas, não tinha nenhum requisito sobre o bônus ou aposta, apenas depositar $25 e após isso ganhava 30 rodadas no jogo que eu levei o prêmio maior do jogo, já enviei a comunicação via e-mail.

Thank you very much, Adrianoqxda, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Adrianoqxda,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Sportsbet.io Casino to the conversation to participate in the resolution of this complaint.

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.

Hi Adrianoqxda,

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 by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=sportsbet.io) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

We’ve reopened this complaint at the request of Sportsbet.io Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Casino Guru team,

The account ermessonqxda, corresponding to the email alanca*******@gmail.com, has been found to be in breach of our Terms & Conditions, specifically regarding multi-accounting and eligibility for bonus offers:

Per our Reward Terms & Conditions

Reward abuse includes but is not limited to:

· Breaching Terms & Conditions of a reward, cash reward or other promotional offers;

· Opening multiple accounts to claim multiple rewards;

Per our General Terms & Conditions

3.5. You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all of your accounts may be blocked, suspended or closed and any funds credited to your account/s will be frozen.

3.6. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member Account being blocked.

We are communicating with Casino Guru staff to validate our remarks about the user abusing our terms & conditions.

Best regards,

Sportsbet.io Team

So, in this case, I informed as requested via email that the other accounts accessed by my device were family members, in which casino does the term exist that no family member can open an account in the same house or access their accounts from the same device? What's the rule for that? Unfortunately you don't want to pay, it's not a serious house, they're looking for something that doesn't exist in the terms so as not to pay the player, I won honestly, I didn't break a rule, I have all the proof.

Now you guys from sportbet.io come up with an excuse that no other family member can have an account in the house or access ad accounts from the same device.. this excuse is even insignificant, I hope the casino guru will help me, and I will also register the complaint in curacão.

Então, neste caso informei como pedido via e-mail que as outras contas acessadas pelo meu dispositivo eram de familiares, em qual cassino existe o termo que nenhum membro da família pode abrir conta na mesma casa ou acessar as suas contas pelo mesmo aparelho ? Qual a regra para isso ? Infelizmente vocês não querem pagar, não é uma casa séria, procuram algo que não existe nos termos para não pagar o jogador, eu ganhei honestamente, não burlei uma regra, tenho todas as provas.

Agora vocês da sportbet.io vem com uma desculpa que não pode outro membro familiar ter conta na casa ou acessar ad contas pelo mesmo aparelho.. essa desculpa é até insignificante, espero que o cassino guru me ajude, e também vou fazer o registro da reclamação no curacão.

Thank you Sportsbet.io Casino team for the evidence.

Dear Adrianoqxda,

I've reviewed the evidence from the casino and it suggests that eight members of your family opened an account in the casino within a period of 36 hours. Considering this, I'm sure you understand why it raised suspicions, especially if bonuses were activated on these accounts. With your account being the sixth in a row, I'm afraid, I won't be able to help you. Unfortunately, your complaint will be rejected. Since the Curacao Gaming Authority also decided in favor of the casino, there's nothing else I can recommend you to do except for avoiding opening more than one account per casino in the future. I wish I could be of more help.

Best regards,

Peter