Bets.io Casino - Player’s account is closed with confiscated winnings.

I played at bets.io mainly without bonuses and, over time, only made losses. Occasionally, I played their cashback bonuses on slots, but I almost always lost everything. I played slots with those occasional cashback bonuses, otherwise table games and video poker when my account didn't have any bonus. I definitely wasn't a winning player. I never took a single deposit bonus.

Nevertheless, they jammed my withdrawal requests more than a month ago: 28.12.2024 for 40.111 USDT and 09.12.2024 for 0.02475 BTC. Yesterday, they sent an email stating that, according to their terms, they have every right to confiscate anyone's account balances, even without a specific reason. Now was my turn. My account was obviously selected, by their whim maybe (randomly, I don't know?), to be closed and the balances confiscated.

My last communication with the personal VIP manager by email, Dec 25, 2024:

Hello Joe!

Nice to meet you! My withdrawal has been pending for a very long time already. Could you process it soon already?

.they refused to reply.

I got this email now:

Hello! Unfortunately, your account has been closed.

According to our Terms and Conditions, Anti-Fraud section,

During the process of checking the player data, violations of the following "ANTI-FRAUD POLICY" clauses were found:

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques.

The player is not allowed to use any strategies playing any table games, such as roulette, card games and others.

The Casino reserves the right to cancel all Player`s winnings in case of using such strategies and actions, but not limited to:

- participating in any type of collusion with other players

- development of strategies aimed at gaining of unfair winnings

Guided by paragraph 6 of the same section:

At its absolute discretion, the casino reserves the right, without any obligation and without specifying the reason or providing prior notice, to close your player account, cancel winnings, confiscate deposits, and demand compensation from the player for any damage caused if there are suspicions or evidence of manipulating the casino system, using prohibited gaming strategies, or colluding with other individuals.

Thank you for understanding!

Kind regards,

VIP Department of Bets.io

...

I point out something from their message:

The player is not allowed to use any strategies playing any table games, such as roulette, card games and others.

This is how it sounds to me: The player is not allowed to play in any other way but randomly throwing whatever bets without logic totally unsystematically, in any kind of game, whatsoever. Practically speaking, playing in their casino is completely prohibited according to their terms: any type of play in any game is off-limits (unless I close my eyes and click with the mouse like a crazy blind madman).

For example, playing let's say 10 rounds in a row with the same bet amount in blackjack, isn't allowed, since it shows some systematic strategy = keeping the bets constant. Only if I show that I stake randomly, I wouldn't breach their terms.

This is what they say.

Can they really impose such a restriction and enforce such a clause as they wish? Seriously, my account balances were accrued without bonuses. Can you name a strategy that consistently makes money in the long term in any casino game? That’s absurd. Casinos simply don’t offer such games.

It’s also ridiculous to accuse me of collusion, as none of the games I played were multiplayer games. There was absolutely no technical way to utilize any collusion strategy in my play! I feel they brought up this 'collusion card' too because they couldn’t come up with anything better—who knows?! It’s unbelievable how desperate and unethical they are. Are they just out for money? Maybe their business is collapsing, and they simply don’t care?

I think they should pay me my account balances. What do you think, Casino Guru? Could this be some sort of a bad mistake, or is this truly a scam on their part? This is outrageous!

Dear tmstms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that confiscating winnings on the grounds of using betting strategies is highly unfair, especially if the winnings have been accumulated without any active bonuses.

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

• Could you please clarify when exactly you created your account and when was it closed?
• Which game(s) did you play most recently?
• Do I understand correctly that this was the only explanation you received from the casino? If there is any other 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

Yes, I want to still emphasize that whatever balance they took now was accumulated without any bonuses straight on and from my own-money deposits.

Could you please clarify when exactly you created your account and when was it closed?

-Opened July 29, 2023

-Closed January 8, 2025

Which game(s) did you play most recently?

-Unfortunately, I forgot exactly since I didn't have any action for over one month and more now, but blackjack, roulette, video poker, and slots are all that I play generally, nothing else. All these are possible: video poker and slots for sure I think.

Do I understand correctly that this was the only explanation you received from the casino? If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

-I couldn't find any other communication since I requested my last withdrawals that they took now. I have some messages from my VIP manager congratulating me for successful withdrawals well before this incident, but no real conversations really.