Sportsbet.io Casino - Τα κέρδη του παίκτη κατασχέθηκαν.

I registered on the site, for a week of play I have mainly placed various sports bets on the highest football, NBA and tennis leagues, and I have had moments with small profits, then losses. I have deposited numerous times as well as withdrawn with no issues with the account. At one point I lost almost my entire balance and was left with $300. I decided to play Bombay live roulette. With $300 I won 9000 after 10-15 minutes of play and requested a withdrawal expecting it to be processed like the previous ones. After a delay I saw that when I try to bet it says "insufficient funds" even though I have a 9000 dollar roulette balance. After I contacted their department they told me I need to be verified. I did it, thinking it was standard procedure, but in the next message I was asked a strange question - if I had any other registrations and if I knew any of the 3 other users, one of whom was a friend of mine who showed me the site. In my reply I explained that I don't know who these scammers are except for one, but I've never had access to his account, and that he just showed me this site. In the final email they told me that they won't pay me because they have suspicions about my bets, which is extremely strange because my only winnings are on roulette, and before I cashed them in they had no problem with my account or withdrawals or anything yes it was. I keep the correspondence with them as well as a few screenshots from the account they have already suspended me from.

Регистрирах се в сайта, за седмица игра основно съм залагал разнообразни спортни залози на най- високите лиги футбол, НБА и тенис, като съм имал моменти с малки печалби , после загуби. Депозирал съм множество пъти, както и съм теглил, без да имам проблеми с акаунта. В един момент загубих почти целия си баланс и останах с 300 долара. Реших да играя на рулетка Bombay live. С 300 долара спечелих 9000 след 10-15 минутна игра и заявих теглене, очаквайки то да бъде обработено както предишните . След като се забави видях че като опитам да заложа ми изписва "insufficient funds" въпреки че имам 9000 долара баланс от рулетка. След като се свързах с отдела им те ми казаха, че трябва да се верифицирам. Направих го, мислейки си че е стандартна процедура, но в следващото съобщение ми зададоха странен въпрос - дали съм имал други регистрации и дали познавам някой от 3 други потребителя, единият от които ми е приятел, който ми показа сайта. В отговорът ми обясних, че не знам кои са тези потебители освен единият, но никога не съм имал достъп до сметката му, и че той просто ми е показал този сайт. Във финалният мейл ми казаха че няма да ми платят, защото имат подозрения за залозите ми, което е изключително странно, защото единствените ми печалби са на рулетка, и преди да ги реализирам не са имали проблем със сметката ми, нито с тегленията или каквото и да било. Пазя кореспонденцията с тях, както и няколко скрийншота от акаунтът, до който вече ми спряха достъпа.

Dear Mbtbgn,

Thank you very much for submitting the complaint. I am sorry to hear about your problem and understand your concerns. 

Please allow me to ask you a few questions so I better understand the situation.

Could you please explain if you achieved your win with or without the help of any bonus? Would you be able to forward the communication between you and the casino? My email is tomas@casino.guru

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,

Tomas

Hello,

No, I have not used any bonus. I should note that I have made several deposits and withdrawals prior to this situation which were approved without issue. My account was suspended only after I made a bigger profit. I am attaching screenshots of my earnings as well as my transactions. I will forward the communication to you from the email it was addressed to. I'm here for other questions.

Здравейте,

Не, не съм ползвал никакъв бонус. Държа да отбележа, че съм правил няколко депозита и тегления преди тази ситуация, които са били одобрени без проблем. Акаунтът ми бе спрян чак след като реализирах по- голяма печалба . Прикачвам скрийншоти от печалбите ми, както от транзакциите ми. Ще ви препратя комуникацията от мейла, с който е водена тя. Насреща съм за други въпроси.

Thank you very much, Mbtbgn, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Mbtbgn,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Sportsbet.io Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Sportsbet.io Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Casino.Guru Team,

As per an investigation done by our internal Player Safety and Assurance Team, account ros*****ov was found be in violation of Sportsbet.io’s terms & conditions regarding multi-accounting, specifically for purposes of bypassing our account-level betting limits on sportsbook. Please find attached specific terms & conditions we find the account in violation of: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.

18.1.  Without restricting our ability to rely on other remedies that may be available to us, we may suspend and/or terminate your account, cancel any outstanding bets and/or confiscate any or all funds in your account at our absolute discretion if:

(iii) we obtain evidence that you are part of a betting syndicate where several parties are involved in placing bets in order to evade the Sportsbook Rules, these Terms and Conditions or any other rules of Sportsbet.io:

(vi) we determine that you are breaching any term of these Terms and Conditions;

(vii) we determine that you are acting in a manner that is detrimental to the conduct of our business;

(ix) we suspect that you have registered, manage or direct your betting activity on multiple user accounts in an attempt to hide your betting activity, bypass our set trading limits or violate any promotion Terms and Conditions;

As the user has caused considerable financial damage to Sportsbet.io through bypassing our set limits, and as account ros*****ov’s deposits and withdrawals are close to balanced (meaning the user has suffered little to no financial loss of their own funds), we confiscated any remaining balance. We closed the account permanently due to the above-mentioned violations.

Best regards,

Sportsbet.io Team

In view of what has been written, can I ask since I am supposedly multi-accounting, (which I am not) , why are you accepting my sports bets for more than 8 days, as well as allowing withdrawals from my account, deposits as well. Shouldn't you freeze such an account at registration or at the first deposit? Also based on what evidence did you decide that I did multi accounting? Can you explain why you decided that? I have uploaded verification that proves this is my first and only account, which rules out having another account. And why did you confiscate my winnings on the first game in the "casino" section, citing that I broke the rules in the "sports" section, when I have been betting for a long time and have not had a problem with a single bet or payout in the "section" sport" while I was losing, and only after I won did this problem occur.

С оглед на написаното, мога ли да попитам след като уж съм извършвал мулти акаунтинг, (който не съм) , защо ми приемате спортните залози в продължение на повече от 8 дена, както и позволявате тегления от акаунта ми, депозити също. Не би ли трябвало да спрете такъв акаунт още при регистрацията, или при първия депозит? Също така на базата на какви доказателства вие решихте, че съм извършил мулти акаунтинг? Може ли да обясните защо решихте така? Качил съм верификация, която доказва , че това ми е първи и единствен профил, което изключва възможността да имам друг акаунт. И защо конфискувахте печалбите ми при първата игра в секция "казино" , позовавайки се на това, че съм нарушил правилата в секция "спорт" при положение, че залагам от доста време и не съм имал проблем с нито един залог или изплащане в секция "спорт"докато губех, а чак след като спечелих стана този проблем.

Greetings all,

I am sorry for the delay.

Thank you, Sportsbet.io Team, for your explanation. Could you please provide me with evidence of multiple accounts that were registered by the complainant?

My email was mentioned above.

Dear Mbtbgn,

The problem did not occur when you won a significant amount. The problem occurred when you requested a withdrawal and/or the verification process started. Until this point, the casino did not know about connections between accounts. Online casinos are not obliged to perform checks upon registrations, earlier than upon a withdrawal request, or a withdrawal request of a higher amount.

Can you confirm that you most often played sports betting in the casino and that most of your winnings were obtained by playing sports betting?

Could you please provide me with confirmation about the successful withdrawal from your gaming account "ros*****ov"? It can be a bank statement with the payment received from the casino.

Hello,

I want to note that I have accumulated sports betting losses, not winnings. Yes, I have played in sports section and had $3078 worth of approved withdrawals, I have provided a picture of the withdrawals above, I will re-attach it. I think this withdrawal amount is large enough to trigger a check, and I was successfully paid accordingly, which means no issues were found with my account. I also want to add that at the time of the $3078 withdrawal I have been behind before on sports betting, my account problem only happens after my account goes into roulette winnings. Interesting how no problem was found with my account before this, given that I even forwarded a communication to your colleague Thomas's email in which my first withdrawal of $3078 was declined, and I am contacting a sportsbet.io employee asking if I have a problem with the account because my withdrawal was denied and he assured me that there is no problem with my account and my withdrawal was stopped because I logged in from a new IP and they stopped it so that I the money was stolen so I claimed it again and sportsbet support approved it. This in itself means that my account did not have a problem, and it is documented in my communication with them, where they assure me by email that there is no problem with my account. You can check it, it has already been forwarded to you. I am attaching pictures of the withdrawal from both the site and my wallet where it was received. I also expect evidence of this non-existent issue from the site. If you need it, I will send you the communication with the site again, in which it is written in black and white that there is no problem with my account.

Здравейте,

Искам да отбележа, че имам натрупани загуби от спортни залагания, а не печалби. Да, играл съм в секция спорт и съм имал одобрени тегления на стойност 3078 долара , снимка от тегленията съм предоставил по- горе, ще я прикача отново. Мисля че тази сума на теглене е достатъчно голяма, за да предизвика проверка, и съответно ми бе платена успешно, което говори, че проблеми с акаунта ми не е намерен. Също искам да добавя, че в момента на тегленето от 3078 долара аз съм бил назад преди това от спортни залози, проблем със сметката ми става чак след като акаунтът ми излиза на печалба от рулетка. Интересно как до преди това не бе намерен проблем със сметката ми, при положение , че даже съм препратил и комуникация на мейла на вашият колега Томас, в която първото ми теглене от 3078 долара бе отказано, и аз се свързвам с служител на sportsbet.io с въпрос дали имам проблем със сметката, защото тегленето ми е отказано, а той ме увери, че няма проблем с моя акаунт , а тегленето ми е било спряно, защото съм се логнал от ново IP , и те са го спряли за да не ми откраднат парите, съответно го заявих отново и съпортът на sportsbet го одобри. Това само по себе си значи, че акаунтът ми не е имал проблем, и го има документирано в комуникацията ми с тях,където те ме уверяват с мейл, че с анаунтът ми няма проблем. Може да го проверите , това вече е препратено до вас. Прикачам снимки с тегленето както от сайтът, така и от моя портфейл, в който е получено. Също очаквам доказателства за този несъществуващ проблем от сайта. Ако имате нужда ще ви пратя пак комуникацията със сайта, в която е написано черно на бяло , че проблем с акаунта ми няма.

Thank you, Mbtbgn, for the additional information.

Dear Sportsbet.io Team,

Could you please provide me with evidence to support your claims about multiple accounts that were registered by the complainant and an advantage that he gained by playing in this way?

If the disputed winnings or a significant portion of them were obtained from sports betting and the above-mentioned related activities, could you please provide me with at least a general report with the player's bets and winnings divided by category (game type)?

Feel free to use my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Hello,

We shall share the requested information with the Casino Guru team for review regarding our evidence of multiple accounts registered or managed by the complaintant.

Additionally, we have also provided a statement showing the damages caused to Sportsbet.io, and we have separated the profit/loss of user by product (Casino and Sportsbook) separately.

Kind Regards,

The Sportsbet.io Team

Dear Mbtbgn,

I was provided with sufficient evidence supporting the casino's claims.

We are closing this complaint as unjustified due to the following reasons:

• Strong evidence showing matches and connections between several accounts with clear and reasonable grounds to believe we are talking about either a collusion/organized group of players or one person using multiple accounts
• Sports betting and breaching the casino's Terms and Conditions for sports betting/strategies
• Despite earning significant winnings by playing in the casino section on this account ("ro******ov"), when we are looking at overall winnings obtained by all the connected accounts using the same strategy in sports betting, it represents only a small part of the loss that was caused to the casino, mainly by playing sports betting
• Our forum deals with complaints about online casinos only, and we do not have enough insight to take on the sports betting issue, and the complaint primarily relates to sports betting play

After gathering all the necessary information and details, we accept the casino's decision to close all the connected accounts and confiscate the winnings. The casino acted in accordance with its Terms and Conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, and you believe the casino's decision is unjustified, I recommend you consult the gambling authority that regulates the casino or submit a complaint to one of the websites that deal with sports betting-related complaints.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Sportsbet.io Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru