The player from California had deposited $25,000 and had won a significant amount. However, she had encountered an error when she tried to withdraw her winnings. Although she had completed the required verification process, the casino had accused her of having multiple accounts, providing false information, and exploiting the system. Her account was subsequently blocked, and her deposit was not returned. Despite our efforts to communicate with the player to gather more information and resolve the issue, she had not responded. As a result, we had no choice but to reject the complaint due to a lack of information.
500 Casino - Player's account was blocked.
Amount: 77,400 ₮
500 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Hello, on October 28, 2023 I decided to make a deposit on csgo500. The amount is $25,000, before that I lost a little more than $66,000 in other casinos, so I decided to make a couple of small bets and bet all-in on x3 (red) in wheel mode. Lucky, I won. When withdrawing money, the error "error during withdrawal, please contact support" started popping up. I was told that I needed to go through verification, which I successfully did. After that, I also couldn’t withdraw money, I wrote to technical support again. They started telling me that I won this money using an exploit, I have multi-accounts, the verification was not carried out using my data. I was not provided with any evidence for these words (exploit, fake data, multi-accounts). The account was blocked and they refused to return even the deposit.
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1 year ago
Dear arnoldsamoylov7,
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 when exactly you created your account? Have you accumulated your winnings with or without an active bonus?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. 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
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1 year ago
Thank you very much for your reply, arnoldsamoylov7. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
