Sportbet.one Casino - プレイヤーの賞金は没収されました。

Won 10101 usd from their welcome bonus but on the next day casino had taken away all my winnings and accuses me of multi accounting. I have never played at this casino before.

Dear player,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Could you please advise if you have passed the KYC verification?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Best regards,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hey Dominika, thank you for your response!

There is zero chance someone else was using my IP since I live alone and have my own wifi. I wasn't using a VPN either. Moreover, the casino has not requested any kind of documents for KYC verification.

I sent you some screenshots about my conversation with the casino via email.

Really appreciate your help!

Dear player, did you play casino games or place sports bets?

Was the bonus you used intended for casino games or sports betting?

Did you use a payment method registered in your name?

At any point, did you connect to the casino from a public internet network?

Dear player,

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,

Dominika

Casino.Guru

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

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Sportbet.one Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello everyone,

My name is Jess, and I’m the Head of the Customer Success Department.

I just wanted to inform you that the investigation has been completed. All the relevant evidence has already been sent to pavel.k@casino.guru.

Please note that we cannot share these materials publicly on the forum as they contain confidential account-related information.

Thank you for your understanding.

Punter_Pro, the casino has provided us sufficient evidence that confirms that you have created multiple accounts with the purpose of the bonus abuse. We agree that such behaviour is unfair, therefore, I cannot help you anymore. Your complaint will be rejected.