The player from Russia had faced issues with a bet that was acknowledged but then disputed by the casino. After passing an imposed verification process, the player's account had been locked and the balance of 1500 USDT had disappeared. The casino had indicated that the player had duplicate accounts, which the player disputed. Despite the player's claim of living alone and playing in public places, we were unable to assist due to a lack of insight into sports betting related issues. The complaint had been rejected as we could not evaluate the issue properly.
500 Casino - Player's account was locked, and winnings were confiscated.
Amount: 1,500 ₮
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
Other
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Hello, initially everything was excellent. I was playing, and they were making payouts rather swiftly. Today, I encountered an issue where a bet was recognized, but it didn't show up in my bets. However, it was indicated as accepted in the history (I will attach a screenshot). In the end, once my bet won, they claimed that my bet had not actually been accepted and they would be returning the wager amount to me. I argued that this wasn't fair, at which point they asked me to go through a verification process. I had no issue with this and complied. Once I passed, they told me via chat that my bets seemed similar to those made by another account. I didn't understand this at all. They also stated that my account had been locked, and the balance of 1500 USDT had vanished from my account. This money was entirely mine, and they didn't acknowledge the winning bet. Perhaps they mixed something up, but now they're ignoring me. Please help me understand this situation. I would also like to make it clear that I don't have and couldn't possibly have any other accounts since I have given them my identification documents! Their customer support has started to ignore me and don't seem to want to resolve the issue.
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6 months ago
Dear milka42224,
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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
Have you accumulated your winnings with or without an active bonus?
Lastly, please note that bets sometimes get rejected and usually it is not the casino's mistake. As long as the value of your bet has been returned to you, there is nothing we can do.
Thank you very much in advance for your reply.
Best regards,
Kristina
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6 months ago
Translation
Hello, I live alone and often play in coffee or internet clubs. I usually placed a bet and played slots.
No bonus
I honestly don’t understand why they do this to me(
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6 months ago
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Also now on the forum they write that I was betting on a known result. This is a complete lie. I always bet on the next game or on a match that has not yet started. They don't provide any evidence. Perhaps this is because of this last bet that I talked about, but I remember for sure that this bet was made on the next game, that is, I had no way of knowing the result.
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6 months ago
Thank you for your reply, milka42224. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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6 months ago
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Hello, this is how the casino confiscated my money. I wrote this about the rates for general information. And the casino took the money from me. 500 casino is an online casino.
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6 months ago
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Could you help me file a complaint with askgamblers.com.
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6 months ago
Are you seriously asking us for help with submitting a complaint with our competitor?
Please understand that if your winnings accumulated by sports bets have been confiscated, the casino probably detected activity that led to that decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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