WillBet Casino - プレイヤーのアカウントは詐欺の疑いがあるため閉鎖されました。

I deposited 500 USDT and used the bonus to increase it to about 3,500 USDT, but I was suddenly logged out and could not log in again.

When I inquired about it on LINE, I was told that my account had been frozen due to suspicions of fraud such as multiple accounts. I had no recollection of this, so when I inquired about it, I was told that they could not assist me any further and terminated my account.

500USDT入金してボーナスを利用し約3500USDTまで増やしましたが、突然ログアウトされ再びログインできなくなりました。

ラインで問い合わせると複数アカウント等の不正の疑いがあるので凍結したと回答がありました。全く身に覚えがなかったので、問い合わせした所これ以上対応できないと一方的に終わらせられました。

Dear belbel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Before we reach out to the casino for supporting evidence, could you kindly clarify a few details?

• To the best of your knowledge, is there a chance that someone else, like a family member or neighbor, has opened an account from the same IP address or device as yours or possibly using your email address?
• Additionally, were your winnings accumulated with or without an active bonus?
• And, was your account previously verified?

If there’s any relevant communication you can share, please feel free to forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Thank you for your reply. I checked the past record (2024.12.04) and it was a little different, so I will correct it.

I was in the process of requesting my first withdrawal of $700 and the bonus was frozen with about $3,000 remaining. So the loss was $3,700.

1. To your knowledge, could someone else, such as a family member or neighbor, have opened an account using the same IP address or device as you, or even your email address?

2. Furthermore, were winnings accumulated with or without an active bonus?

3. Has your account been verified before?

1. No

2. I don't understand the meaning of accumulation, but I have not made any withdrawals.

3. I don't understand, but I can't access my account.

KYC was not required, so I did not do it. I have never withdrawn money just by applying for it.

Also, I have a LINE exchange with the casino ID, so I can send it to you if necessary.

thank you.

返信ありがとうございます。過去の記録（2024.12.04）をみたら少し違っていたので訂正します。

700ドル初回出金申請中でボーナスが約3000ドル残っている状態で凍結されていました。なので3700ドルの被害です。

1.あなたの知る限り、家族や近所の人など、他の誰かがあなたと同じ IP アドレスやデバイス、あるいはあなたのメール アドレスを使用してアカウントを開設した可能性はありますか?

2.さらに、賞金は有効なボーナスの有無にかかわらず蓄積されましたか?

3.あなたのアカウントは以前に確認されましたか?

1.ないです

2.蓄積の意味がわかりませんが、出金はしていないです。

3.意味がわかりませんが、アカウントには入れないです。

KYCは不要だったので、していないです。出金は申請だけでされたことがないです。

あと、カジノのIDとラインのやり取りがあるので必要なら送ります。

よろしくお願いします。

Hi belbel,

If you have an exchange with the casino online, please feel free to send it to me if necessary. This information could help us better assess your case. You can contact me at petronela.k@casino.guru.

Looking forward to your response.

I sent you an email. Thank you.

メール送りました。よろしくお願いします。

Hi belbel,

When accessing your casino account, do you use a private network (such as your home Wi-Fi or mobile data) or a public internet connection (such as free Wi-Fi in cafes, hotels, or other shared networks)?

This information could be relevant to the investigation.

Looking forward to your reply.

Just my home WiFi.

自宅のWiFiだけです。

Dear belbel,

I apologize for my late reply, and I truly appreciate your patience during this time.

Thank you very much for providing all the necessary information regarding your complaint. I have carefully reviewed the details, and to ensure you receive the best possible assistance, I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru). He will be handling your case moving forward and will do his utmost to help you reach a satisfactory resolution.

If you need any further assistance or have additional questions, please don’t hesitate to reach out to Kubo directly.

Once again, I appreciate your patience and understanding.

Wishing you the best of luck.

I understand. Thank you in advance.

わかりました。よろしくお願いします。

Dear belbel,

I'm Kubo, 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.

Since WillBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience

Best Regards,

Kubo

I understand. Thank you. I look forward to hearing from you.

わかりました。ありがとうございます。よろしくお願いします。

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.

Thank you. I hope to receive a reply.

ありがとうございます。返信がある事をねがってます。

Dear belbel,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo