Sportsbet.io 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。

Hello!

I registered an account on sportsbet.io recently and a couple of days later my account was restricted. i completed the verification and everything was okay. Then they decided to close my account permanently and took away all of my winnings of around 3BTC.

They are claiming i was doing double spending but this is not even possible, I deposited from an exchange OKX.com, my BTC is not coming from double spending.

This decision to keep my winnings is completely nuts on behalf of the casino. Please help me bring them to justice, i will also have a chat with my friend who is a lawyer to see where we can take this.

Kind regards,

Jakub

Hello yasann1n,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportsbet.io Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How many times did you deposit into the casino and in what sums.
• Did you play casino games or sports betting?

Please forward your deposit history from your payment provider and from the casino to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hello!

1. I verified my account at 24/09/2024
2. I made 1 deposit in the sum of 2 BTC
3. I played slot games and live baccarat

I can not log in to my account anymore on sportsbet.io, i will send you the withdrawal from my exchange account to your email shortly.

Hello yasann1n,

Do you have any proof of that deposit (preferably from your casino account) or even from your payment provider? Please forward it to nikolas.b@casino.guru for further review.

Hello!

I sent you the details by email, that's all i can provide unfortunately as i can not log into my account on sportsbet, looks like it has been closed or deleted.

Dear Yasann1n,

Thank you for providing the email. To further assist in clarifying the situation with the casino, I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello yasann1n,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Sportsbet.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Sportsbet.io Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Thank you guys! Hope we get this issue resolved.

Dear CasinoGuru Team,

Thank you for reaching out.

The account yasann1n was created on the 19.09.2024 and was soon put under a preliminary investigation due to suspicions of double spending. After an extensive investigation, along with KYC procedures and questions from the user, a final decision was made to permanently close the account due to double spending.

This constituted a breach of our T&Cs point 7.6.:

7.6. If we determine, in our sole discretion, that you are using the "Double Spend" methodology, Sportsbet.io shall void all bets and winnings. Specifically, if you win, then confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated and your account will be closed permanently. We shall also exercise this right where similar activities are attempted from any connected accounts.

Due to this the account was closed, however, we returned the initial deposit amount of which the user was informed via email.

Hope this clarifies the matter. If there is anything else you might need, please feel free to let us know.

Best Regards,

Sportsbet.io Team

Hello!

This is not logical at all. If someone makes a deposit it will be confirmed on the blockchain. My deposit was confirmed on the blockchain and you know it, you are just making a random excuse to take money away from your players when they win. If i would have lost that money you would not have had any problems with me.

Hello Everyone,

My name is Kubo, and I have taken over the handling of this complaint.

Dear Sportsbet.io Casino,

Could you please provide a more detailed explanation for the account closure? Specifically, I would appreciate clarification on the indicators or reasons that contributed to this decision. Additionally, I kindly request any available documentation or evidence regarding the double spending allegations to be sent to my email at jakub.m@casino.guru.

Thank you for your time and assistance. I look forward to your prompt response.

Hello Kubo,

We have now sent the evidence privately via email.

You are welcome to get back to us should you need any further details.

Best Regards,

Sportsbet.io Team

Hello!

Would it be possible for me to see this document as well? I am really interested to see how you can justify this kind of behavior.

Dear yasann1n,

I wanted to update you on your case based on the information provided by the casino. Unfortunately, I cannot share the specific evidence I've received, as it is confidential for casino's strategic reasons, which we respect.

However, I’d like to summarize the findings of our investigation:

Regarding the casino’s claims of suspected double spending, I still find their reasoning unclear. Since Sportsbet.io Casino credits crypto deposits to players' accounts before confirming those transactions on the blockchain, it seems unreasonable for such suspicion to arise. If every player depositing with crypto were considered suspicious based on this logic, it would be difficult to manage. In my view, once a deposit is confirmed on the blockchain, that suspicion should no longer be a valid reason for account closure or forfeiture of winnings.

That said, a more serious issue has emerged that cannot be overlooked. The casino has provided credible evidence linking your account to others through withdrawals to the same crypto address. When multiple casino accounts withdraw funds to the same wallet, it raises concerns about potential fraudulent activity. Casinos closely monitor such patterns as they may suggest collusion or attempts to exploit their systems.

Additionally, strict regulations exist to prevent money laundering. Withdrawals to the same wallet can trigger further scrutiny, which may lead to delays or even blocked transactions while the casino conducts its investigation.

If the casino identifies any connections between accounts - whether through shared wallets, IP addresses, or personal information - they may suspend both accounts to maintain fairness and security. Many casinos also have policies against using shared wallets for withdrawals, and violating these policies can result in penalties, including account suspension or forfeiture of funds. Therefore, it’s advisable for players to use unique wallets for their withdrawals to avoid complications.

Given these factors and the evidence obtained, I am unable to continue the investigation and must unfortunately reject this complaint as 'unjustified.'

Thank you for your understanding, and I apologize for not being able to provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to help!

If you believe your complaint is justified and you haven’t violated any terms, I recommend reaching out to the Curaçao Gaming Control Board Licensing Authority. You can submit your complaint through their official contact form at this link. Make sure to include the name of the casino's operator in your complaint, as omitting this information could result in your complaint being deemed inapplicable.

While the GCB currently lacks a formal procedure for handling complaints, it might still be worth a try.

For more information on how to submit a complaint to the regulator effectively, you can visit this guide.

If you need assistance with submitting your complaint or if you receive a response from the regulator, please feel free to email me at jakub.m@casino.guru.

Best regards,  

Kubo