The player from Armenia had registered at Bets.io and won $1,600 using a bonus but faced issues when attempting to withdraw. Despite providing the required documentation, his account was blocked. After reviewing the case, it was found that the player had breached the casino's terms and conditions by creating multiple accounts, which led to the rejection of the complaint as unjustified. The casino's actions were deemed appropriate based on the evidence gathered.
Bets.io Casino - Player's account has been closed for alleged fraud.
Amount: 1,600 AMD
Bets.io Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Bets.io Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello, I registered and played on Bets.io on March 2nd. I heard about this site from my friends. They said there is a bonus for the first deposit and that got me interested.
Hello, I registered and played on Bets.io on March 2nd. I heard about this site from my friends. They said there is a bonus for the first deposit and that got me interested.They demanded a thorough check from me.
- Confirmation of place of residence
-coupon for account replenishment
- a selfie with a passport and the name of the casino written on a piece of paper
- and finally communicate with them via video link
This is the disease of all casinos. When a user wins and tries to cash out, the casinos cannot accept the idea that they can lose too, and begin to call the player a cheater.
I encountered a similar problem on the site "Your Casino".
They also did not believe that a player can win money and blocked my game account. The reason is that you can't play from Armenia. However, I asked them before registering and they answered that it is allowed to play from Armenia. There was no such clause in their terms and conditions either, but they have already added it, but I have all the evidence that they added it after my win.
I learned about the Casino Guru website a few days ago and I see that it is doing very serious and important work to solve such problems.
Thank you for helping people.
and please help me too.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 months ago
Dear Rafo7777,
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.?
- Do I understand correctly that your account was closed right after the verification?
- When exactly did you lose access to your account?
If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.
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,
Kristina
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Dear Kristina Thank you very much for your reply.
In response to your questions,
- I only played slots.
- Yes, they video called me, asked me some questions, and I answered their questions. I should note that I do not understand English, and during the video call we communicated in writing, I translated with Google Translate and answered them.
- I can't say for sure, but I got a notification about the ban via email. I probably lost my game account after sending this email.
This is proof that I have complied with their demands.
They then requested a video call via Google Meet.
and after that video call I got this reply by email
Sorry, I can't find many photos from our conversation. I just found out about you. If I had found out earlier, I would have sent more letters.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Translation
there is a screenshot of my game account which shows my data
screenshot of my slot win while playing on this site.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 months ago
Thank you very much, Rafo7777, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.
Public
Complaint Specialist
Public
2 months ago
Hello Rafo7777,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.
We would like to invite Bets.io Casino to join the conversation.
Dear Bets.io Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at [email protected]
Public
Casino representative
Public
2 months ago
Dear Michal, I have sent you the necessary evidence by e-mail. I am waiting for your decision on this issue.
Public
Public
2 months ago
Translation
Bets.io Casino Representative What kind of proof is this? You can't have any proof because I won fairly and fulfilled all your demands without exception. And when you had nothing to demand, you simply blocked my page. And I must say that this money is now very much needed for treatment. I ask and demand that my money be returned to me.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Bets.io Casino,
Thank you for your email. I have responded back with some additional questions.
Dear Rafo7777,
Have any of your family or friends created an account at Bets.io Casino? If so, have you found yourselves playing the same games at the same or similar times, perhaps during a visit?
Public
Public
2 months ago
Translation
Thanks for your reply. I heard about this site from my friend, he said it was a good site, payments are made without delays, and players are given bonuses, and I decided to register. I registered, won money, but I had this problem. They blocked my page for no reason. Maybe they didn't like that I won on their site. And after such behavior, I will not advise my relatives to use this site. None of my relatives are on this site. My friend probably registered there a long time ago because he recommended this site to me.
Please help me get this money back, I need it for surgery. I won fairly and I ask you to return the money to me as soon as possible.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thank you for all the information and evidence provided, Bets.io Casino Team.
Dear Rafo7777,
Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. The evidence indicates the creation of multiple/duplicate accounts from the same or very similar IP addresses, the same user agent, which strongly suggests the same device, claiming the same bonuses and engaging in the same or strikingly similar gameplay in the same games, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way.
I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.
We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
