Telbet Casino - プレイヤーのアカウントは閉鎖されました。

I registered and verified I deposited 0.13 Sol. After that I played and untill I tried to withdraw. After that account got closed. I received an email due to fraud. All I want for my deposit to refund but they dont respond. Pls help me for the refund of my deposit.

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Dear bigsight,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

I can remember playing mines. I accumulated my winnings without active bonus.

Thank you for your reply and for providing the previous details, bigsight.

• Have you made any attempts to contact the casino's customer support regarding this fraud?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Yes I contacted them the strange part is they accused me of being fraud. Kinda crazy they also don't reply to my question in live chat. They say gmail them but haven't receive any reply.

Ok

Thank you very much for your reply. Please allow me to ask you a few questions so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Additionally, if you have any further communication with the casino regarding the multiple accounts accusation, please share it with me.

Thank you very much in advance for your reply.

Dear Mediator,

Thank you for your message. Please find my answers below.

1. Regarding household members or same IP address

No. I am the only person in my household who has ever accessed or created an account at Telbet Casino. I do not share my internet connection with anyone who gambles online, and I have no knowledge of any other person using my IP address to register.

If Telbet claims there was another account linked to me, they have never provided any evidence of this—no email address, no username, no transaction IDs. I have repeatedly asked them for proof, and they have refused to answer.

2. Regarding further communication with the casino

Since my last message to them, I have received only generic, copy-paste responses that refuse to address my specific questions. Attached are screenshots of:

· Their latest emails (from "Zayn") that simply say "review our Terms & Conditions" without explaining anything

· My repeated requests for them to:

· State the specific term I violated

· Provide evidence of any duplicate account

· Explain why my already accepted withdrawal of 0.1276 SOL (Ref: 14110013375) is being withheld

They have not provided any proof. They have not pointed to any specific clause. They have simply ignored my questions.

3. Important context

I want to be completely transparent:

· My identity was successfully verified by Telbet

· My withdrawal of 0.1276 SOL was ACCEPTED by their system

· After the withdrawal was accepted, my account was suddenly closed

· Support agent "Dexter" refused multiple times to explain why

· When I pushed for answers, he ended the chat and asked me to "rate my experience"

· I later created a second account only because the first was locked and I had no way to contact support. I used my real email and was transparent. This was not done to cheat or abuse bonuses—it was done to communicate.

I am happy to provide any additional information you need. I simply want what is rightfully mine: the 0.1276 SOL that Telbet approved and then refused

to pay.

Thank you for your time.

Dear bigsight,

Thank you for your reply and for providing the previous details.

Could you please provide evidence showing when your first account was closed and when you registered the new one? If there is any additional evidence that could support your case, please feel free to forward it to me.

You can send all the documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

I believe February 26 when my account got deactivated after I verified my account and deposited play and withdraw. kindly just help me out. By the way the account that I verified is my first account. The second account is I cannot remember anymore. Here is the bottom line I was able to withdraw my money but after a few minutes my account got deactivated. Even though I already initiated the withdrawal.

roofs

Dear bigsight

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, Martina (martina.b@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,

Petra

Dear bigsight,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Telbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Ok thanks I hope my will be returned its not theirs I Already initiated a withdrawal after a few minutes they deactivated my account this is unfair!

Dear bigsight,

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.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.