AceBet Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

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Dear viral100,

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 kindly provide information regarding the creation date of your previous account?
• Additionally, could you please clarify the reason for creating your second account?
• Did you use the same email address to register both of your accounts?

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

Best regards,

Attila

Hello Attila,

thank you for your response.

The first account was created around February 26.

The reason I created the second account is simply because I forgot about the first one. I have multiple Gmail accounts and didn’t realize I had already registered before. There was no intention to create multiple accounts to gain any advantage.

I also want to clarify that I did not use the first account in any meaningful way. I didn’t claim any bonuses, didn’t play, and didn’t try to abuse anything. It was basically just created and then forgotten.

The second account was created later when I actually wanted to use the platform, without realizing I already had an account.

The email addresses were not the same.

I understand that having multiple accounts may technically violate the TOS, but in this case there was no abuse or unfair advantage, which is why I believe voiding all winnings is not a fair outcome.

Also, from what I’ve seen in the TOS, the wording uses "may", which suggests this kind of action is not always mandatory and should depend on the situation. In my case, there was clearly no abuse or fraudulent intent.

I’m just hoping for a fair review of the situation.

Thank you for your help.

Best regards

Dear Viral100, thank you for your response. I would like to inquire whether you have made any deposits into your first account created on February 26. Additionally, could you kindly clarify if this date refers to February 2026?

Furthermore, I would appreciate it if you could confirm the precise date on which you created your second account. Have you claimed any bonuses associated with your second account?

Thank you for your cooperation.

Also im KYC Verified.

Hello viral100,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I would like to provide an update regarding my complaint, as the operator has now responded through the licensing authority.

The operator justified the account ban and confiscation of funds based on two points: VPN usage and multiple accounts. I would like to clarify both, as I believe they are being applied in a disproportionate and inconsistent way.

1. VPN Usage

The operator classifies VPN usage as "fraudulent activity." However, in my case, there was no attempt to bypass restrictions, no change of region to gain an advantage, and no abuse of any kind.

If a VPN connection occurred, it was only briefly and unintentionally. No benefit was gained from it. Applying the maximum penalty (full confiscation of funds) for such a situation appears excessive and raises fairness concerns.

2. Multiple Account Allegation

The second account referenced by the operator was created months ago and never used — no gameplay, no bonuses, no deposits. I had completely forgotten about it.

Additionally, this issue was only raised later during support conversations, after I openly mentioned my long-term use of their related platforms. This suggests it was not the original reason for the ban, but rather brought up afterward.

There was:

no parallel account usage

no bonus abuse

no advantage gained

3. KYC and Timing of Enforcement

My account was fully KYC verified and allowed to use the platform without any restrictions.

This raises an important concern:

If these were serious violations, why was the account approved and allowed to play?

Why were these checks only enforced at the withdrawal stage?

4. Lack of ADR Access

I also want to highlight that I repeatedly requested the ADR contact, which should be provided under the license.

Instead:

I was blocked by support after asking

I was given a non-existing compliance email

my further emails have not been answered

This effectively prevented me from accessing any proper dispute resolution process.

Overall, I fully understand that terms of service exist, but in this case:

no abuse occurred

no advantage was gained

the referenced issues are minor or unintentional

and the applied penalty (full confiscation) is highly disproportionate

I kindly ask for a fair reassessment of this case.

Dear viral100,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Atilla, I have sent you an email with the information.

Dear viral100,

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, Michal (michal.k@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,

Attila

Hello viral100,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution. Just to check, you mentioned above "as the operator has now responded through the licensing authority." Do I understand correctly that you already submitted a complaint to the licensing authority, and they are investigating the matter? Have they issued their decision yet? If so, what was their verdict, please?

We would like to invite AceBet Casino to join the conversation.

Dear AceBet Casino,

I kindly request that you provide any evidence regarding the multiple accounts associated with the player in question, particularly focusing on whether these accounts have been actively utilized recently. While I acknowledge that, in line with standard industry rules, each player is permitted to maintain only one account, it is important to consider situations where a player may have inadvertently created an additional account without awareness of their existing one, especially if the original account has remained inactive for a longer period. Furthermore, if the player has not availed themselves of any bonuses or if the previous account did not have any restrictions related to self-exclusion or responsible gaming, the mere existence of multiple or duplicate accounts should not be grounds for the confiscation of winnings. This is because it does not confer any unfair advantage to the player and does not align with the principles of fairness and safety that are expected from reputable establishments. I appreciate your attention to this matter and look forward to your response regarding the evidence of the accounts in question to me at michal.k@casino.guru

Hello,

yes, I have already submitted a complaint to the licensing authority. The response I shared earlier via mail is from the operator through that process.

As of now, there has been no final decision or further response from the licensing authority itself.

Hello Viral100,

During support interactions, the user confirmed they play on both Clash and Cases. They provided a screenshot of their Cases profile (ID: CA-185328), which has the email mar*********nn@gmail.com linked to it. That same email is also associated with a separate AceBet account (AB-990764), constituting a multi-account violation under Section 3:

"You can sign up (register) and use only one Account on the Website. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts' holders in advance and in writing. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during the duplicate account lifecycle will be forfeited from you."

Ref: https://acebet.co/policies/terms-of-service

Section 3.1–3.3

Hello Michal, hello AceBet team,

I have read your latest comment and must strongly correct the misleading impression you are creating.

1. The old account and the email

You are using the fact that this email is linked to my Cases.gg profile (CA-185328) and an old AceBet account (AB-990764) as proof of multi-accounting.

The truth is:

After I was banned on AceBet, I contacted support on Clash.gg for help. To prove that I am a legitimate long-term user of your group, I voluntarily and honestly informed the admin that I have been playing for years on cases.gg and clash.gg. I even sent a screenshot of my Cases profile.

Only after I provided this information did your support suddenly bring up the old AceBet account and use it as their main argument against me. This strongly suggests you were not even aware of it beforehand.

2. Activity on the first (old) account – created 26 February 2026

This was purely a forgotten test account:

I made 0 or no meaningful deposits (I cant check since im banned)

I did not claim any bonus

I only looked around briefly and then completely forgot it existed

There was no gameplay and no winnings on this account

3. Activity on the main account – AB-1379397 (created 19 March 2026)

I won approximately 3,000$ with it

The account was fully KYC verified

When I requested a withdrawal of 1,500$, I was suddenly banned

There was no simultaneous use of both accounts. The old one was inactive and long forgotten.

4. Disproportionate penalty & clear bad faith

Your TOS Section 3 uses the word "may" several times, giving you clear discretion.

In this case we have a completely inactive test account with zero activity, no bonuses claimed + a main account with honest play, full KYC and no abuse whatsoever. Nevertheless you voided the entire winnings.

What makes this even more questionable: The admin offered to simply unlock my account, but only if I accepted that the entire balance would be voided. (I have it added in the last mail to you michal incase u want to see it)

This offer clearly shows that the "multi-account violation" is not the real issue for you. You were willing to overlook it as long as you could keep the winnings. This strongly indicates that the ban and confiscation are primarily motivated by avoiding the payout rather than enforcing rules consistently.

I voluntarily provided information in good faith to prove I am a real user with the same KYC Verification, and it was immediately weaponized against me. Voiding all 1.500$ winnings for such a minor, unintentional and harmless technical issue is extremely disproportionate and unfair.

I ask AceBet to apply proper discretion and fairness. At minimum, a significant portion of the winnings should be paid out.

I remain available for any further questions or evidence.

Best regards,

Viral100

Hello Michal,

I’m quite sure that their decision will remain the same. To save Acebet and me some time, could you please provide your decision on this.

Dear AceBet Casino,

From your response, it seems that you are linking accounts from 2 different casinos.

Kindly provide supporting evidence to me at michal.k@casino.guru regarding the alleged multiple accounts linked to the player in question at AceBet Casino, specifically including details on when each account was created, periods of gameplay activity, and the dates of last activity for each account.

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.