Part 1. Situation

Hello! At the end of May, I decided to try out Bets.io because I was interested in their welcome free bet offer. However, the experience turned out to be extremely negative. I'm a regular casino player and bettor. I met up with a friend and suggested he try placing a free bet on his first deposit and try out the casino since he's never placed bets or played casino games before. Unfortunately, his first experience with Bets.io was disappointing. I made a 200 USDT deposit, placed bets and used the free bet, and ended up with only a 70 USDT profit. I played some fast games briefly and decided to withdraw 275 USDT.

Part 2. Verification

Immediately after that, I received a request for documents. I sent all the required documents. Initially, the withdrawal screenshot from the CEX exchange I used to make the deposit wasn't accepted (because it didn't show the sender's address). I had to explain that it was a CEX exchange and all withdrawals come from the exchange's general wallet, which could be verified using the transaction hash (all of this was in the screenshots). You present yourselves as a crypto casino, but don't take into account the most basic information about cryptocurrency in your operations. Then I received a request for a video call, which I couldn't schedule due to the time zone difference (as I was at work during all the available video call times, and calls are not conducted on weekends). I was planning to do it in early May when I had some days off during the week.

Part 3

But the other day, I received an email stating that my account was banned for creating a multi-account, even though I hadn't even had the video call yet. The only possible reason is the wallet I mentioned earlier. My friend also made a deposit from the Bybit exchange. We made them from DIFFERENT accounts (each from their own), but in the blockchain, it appears as a withdrawal from a single wallet (because it's Bybit's wallet; that's how withdrawals from CEX exchanges work). It's likely that someone else also made a deposit from the Bybit exchange, and all of this appeared as a deposit from one wallet. I've already seen several complaints about bans for multi-accounts when people only had one account.

I ask you to investigate the situation and at least return my 200 USDT deposit, or pay out the entire amount with the 75 USDT winnings. I'll tell my friend to leave a review on this topic as well. I hope for your understanding and look forward to your reply. I've never had such problems in other crypto casinos for many years of playing.

Dear ShineB,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share the relevant communication you received from the casino with me?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello! I ve sent you all details you asked on email. Please, check it, and if you need something else, write me back on email. Thank you!

Hello! I ve sent you details you asked on email. Please, check it, and if you need something else, write me back on email. Thank you!

Thanks for the information provided. I apologize for not replying sooner.

Could you please explain whether you placed bets on the same or opposite outcome of the same game as your friend?

Was your KYC successfully completed with the Bybit wallet service?

Hello!

No, we did not made bets on the same or opposite outcomes. We placed bets on different games and different sport.

I did not really get the question about bybit. And I am not sure about KYC. I ve sent you all my letters to casino support where I have provided all requiered documents, including different screenshots from bybit with my deposit transaction and comments about how it works (because firstly casino did not want to accept it because sender's adress is not mentioned there). My friend has the same situation, so it seems like kyc was complete, but just after that both accounts were banned. Again, we made deposits from different accounts, but in blockchain you can see transaction from the same wallet, because it is bybit wallet from which they procces all withdraws.

Thank you very much, ShineB, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([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.

Dear ShineB,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Bets.io Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan. We are collecting the necessary information, it will take some more time. Please extend the review period.

Dear Bets.io Casino,

I will extend the timer by an additional seven days for you. Please keep us updated.

I'll be awaiting your reply.

Dear Stefan. We are collecting the necessary information, it will take some more time. Please extend the review period.

Dear Bets.io Casino,

I will extend the timer by an additional seven days, but we are expecting relevant information in your next response.

I'll be awaiting your reply.

Hello! My issue is solved, so for this moment I do not have any claims for bets.io. I would like to ask you to close this complaint as positivly solved. Thanks everyone for cooperation!

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.

Good afternoon. We have resolved all issues with the player. As he wrote above. There are no more claims from both sides. I ask you to close the complaint.

Dear ShineB,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, www.kpvfaw.com