AceBet Casino - プレイヤーのアカウントは、何の理由も説明されずに閉鎖された。

Good afternoon.

I'm filing a complaint against this casino because they're behaving fraudulently.

After I requested a withdrawal, this casino blocked my account without any KYC checks or investigation. They simply blocked my account. The live chat support team claimed I violated their rules, but I still don't understand what those rules were. I haven't received a response. After that, they blocked my live chat and aren't responding to emails.

I'd like to add that I made two deposits of $320 and $380. After playing at this casino, my balance was just over $580 (I can't say for sure, as my account is blocked and I have no way to see the exact amount). I didn't win a penny, and I can even say I lost a little. All the money in my balance is from my deposits. After my first $300 withdrawal request, I contacted customer support via chat and asked how quickly withdrawals are processed. They told me it takes between 1 and 30 minutes. But 20 minutes later, I was banned.

I don't know what rule I broke! That doesn't give them the right to confiscate my deposit!! That's unfair on the casino's part!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AceBet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I registered on March 15th, and on March 16th, when I made my first withdrawal request, I was blocked. I was spinning the roulette wheel and playing Plinko. I didn't receive any bonuses, no cashback or rakeback. Only on my deposit!

As I said earlier, they blocked both my account and live chat. I can't see my conversations with support! They haven't responded to my email. They're ignoring me!

Thanks for your reply.

Kindly share any evidence of the incident, such as your attempts to contact the casino support regarding the issue, screenshots of errors you receive when attempting to log in, etc.

Send the evidence to my email at tomas@casino.guru

Thanks in advance for your cooperation.

I sent screenshots of the login error.

I also sent the last chat conversation, after which they simply went silent!

Please check.

Dear Tinaten10,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear user,

I'm Romi, 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 AceBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear AceBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Tinaten10,

Thank you for bringing this to our attention. Following a comprehensive reassessment of your account, we maintain that certain activity on the account was in breach of our Terms and Conditions, specifically in relation to betting patterns associated with restricted betting strategies.

That said, after careful internal consideration, we have decided to proceed with the following resolution:

Your account will be reinstated

Your remaining balance has been returned in full and made available for withdrawal

This decision has been made to bring this matter to a fair and prompt conclusion.

Please note that while we have chosen to take this course of action, any future activity must strictly comply with our Terms and Conditions. Our systems continuously monitor for patterns associated with restricted or advantage-based play, and repeated violations may result in permanent restrictions without further review.

We trust this clarifies our position and resolves the matter.

Kind regards,

Acebet Support Team

Dear Tinaten10,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru