Bets.io Casino - Player’s account has been blocked.

After making my deposit, my account was unexpectedly blocked due to alleged "suspicious" activity. I promptly submitted all required documentation for verification and even took part in a Skype meeting with the support team. During this meeting, I was asked several questions about my account activity that I found challenging to answer, as my access had been restricted for quite some time. It feels unreasonable to expect me to recall specific details from the past, and this has added to my frustration.

Despite fully cooperating and providing all necessary documents, my account remains inaccessible. I believe I have been treated unfairly due to inadequate communication and unreasonable expectations during the verification process. Consequently, my funds are locked, preventing me from accessing my own money, which has caused significant financial stress.

Dear bertin1122,

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 played - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it 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

Dear Kristina,

Thank you for your understanding.

I only remember receiving a bonus with a Freebet promotion code. However, it’s been 37 days since I last played, and I can’t recall any additional details.

If there's anything else you need from me to assist with this issue, please let me know.

Thank you again for your help.

Best regards,

bertin1122

Thank you for your reply, bertin1122. I checked the bonuses offered by the casino and this is the bonus you played with:

https://www.bets.io/promotions/sport-welcome-bonus

Is that correct? Do I understand correctly that you focused on sports betting?

Yes, Kristina! You are correct 100%.

I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am 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.