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.

Thank you very much, tmstms, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Thank you so much! I really hope so, too. Outright and blatant casino thefts are just so infuriating. It just goes beyond my understanding how Bets.io can have such a high rating here. Even if they eventually process my withdrawals, something is seriously off with them. I think they need to get their act together or leave the business for good. But of course, this is their chance now to clear their name from being fraudsters. Let’s give them a fair chance first.

Dear Casino Guru team,

We would like to provide the following explanations and evidence concerning the fraudulent activity identified by our security team.

Account under t****i@proton.me along with three additional accounts, were blocked. Consequently, the winnings associated with these accounts have been confiscated in compliance with our casino's terms and conditions.

Please inform us where we can send information to for further investigation. Looking forward to your reply

I hope this so-called 'fraudulent activity' will be thoroughly and fairly defined and assessed in this arbitration. To me, such a claim is both outrageous and absurd. If just depositing and playing within all terms and conditions, fullfulling all the play requirements if any, then withdrawing; if that becomes suddenly fraudulent just requesting withdrawals without a clearly stated reason, it can't be right. Furthermore, I withdrew many times in the past successfully without a problem.

Greetings all,

Dear tmstms,

I am sorry to hear about your trouble and apologize for the delay. From now on, I will assist you with the case. Let's wait for the details from the casino.

Thank you for your patience and understanding.

Dear Bets.io Casino team,

Feel free to send explanations and evidence concerning the fraudulent activity to my email address (branislav.b@casino.guru).

Thank you very much. Looking forward to hearing from you.

Dear Casino Guru team,

We sent an email to branislav.b@casino.guru with further explanation.

Looking forward to your reply

I'm also eagerly waiting for Bets.io to explain how playing without a bonus can be considered fraudulent, regardless of the bet sizes or the way to place them in the game, and how single-player casino games could even technically allow collusion. I'm still appalled by this case and the fact that I need to even appeal for this arbitration! This kind of treatment towards an overall losing player, above all! Bring your claims into the light, Bets.io! Let’s have an open, public conversation.

Greetings all,

I am sorry for the delay.

Thank you for your email and the details provided, Bets.io Casino team. I will reply to it in a while and wait for further details.

Dear tmstms,

In the meantime, can you please answer my additional questions to clarify the situation:

• Where do you reside? (city, country)
• Do you have other/more residential addresses than the one with which you registered at Bets.io? If so, what addresses/countries are we talking about?
• Did you access the casino website and play from another country at any point? If so, from which country or countries?
• Did you use a VPN upon accessing the casino website? Or, generally, do you use a VPN? If so, why and is it only for security reasons (IPs belonging to your country of residence) or do you use IPs of different countries?

Thank you. Looking forward to hearing from you.

Where do you reside? (city, country)

-I can send my city by email if necessary. The country is Finland.

Do you have other/more residential addresses than the one with which you registered at Bets.io? If so, what addresses/countries are we talking about?

-I have more than one yes, but I don't remember adding my address at all in my Bets.io profile. I was playing without that information + many other personal details too, because the site didn't require them. If it's relevant, I can send more details about my living, but not publicly here. Nevertheless, I only played from Finland. I think that's the most relevant thing.

Did you access the casino website and play from another country at any point? If so, from which country or countries?

-no, my play was from Finland only

Did you use a VPN upon accessing the casino website? Or, generally, do you use a VPN? If so, why and is it only for security reasons (IPs belonging to your country of residence) or do you use IPs of different countries?

-I don't use VPN

Thank you for your answers, tmstms.

And is it possible you changed your residential address during the last year? Is it possible that one of your other addresses is located outside the EU, or are we talking only about addresses within Finland?

You do not use a VPN at all or do you use it but not while playing at online casino(s)?

And is it possible you changed your residential address during the last year? Is it possible that one of your other addresses is located outside the EU, or are we talking only about addresses within Finland?

I do travel a lot as well, but my play at this casino was exclusively from Finland. I’m not sure what level of address change information you require—just postal addresses or more official Population Information System registration details? In any case, I am a Finnish player and a Finnish citizen. I played from Finland, and nothing in that regard has changed recently, not during my play at Bets.io.

I can’t remember exactly when I traveled outside the EU last year. I also have a residence outside the EU. But once again, I played from Finland, and that’s what is relevant. I have permanent residence in Finland.

You do not use a VPN at all or do you use it but not while playing at online casino(s)?

I have only used a VPN on very rare occasions, for example, to watch local sports from another country when it wouldn’t otherwise be available. I usually cancel my VPN subscription shortly after that. I can’t even remember the last time I used a VPN. But overall, does Bets.io even prohibit the use of VPNs? If not, I don’t see the relevance of discussing my VPN usage.

I would seriously like to get to the nitty-gritty of this case and hear Bets.io’s excuses for not paying my withdrawal. If they still refuse to communicate, I believe it’s important to blacklist their site with serious warnings for everyone to see. I can accept that I lost money to their fraudulent site—that’s life. But my deepest wish is that their shady scam business doesn’t last much longer. If I end up losing my account balance to this scam, I will promise to try my absolute best to spread knowledge of their scam everywhere possible and clean them out of business. How far my effort would go and help to protect players, I don't know, but at least then I tried my best to do a good deed.

Since I am accusing Bets.io of fraud, this is a serious claim! To test it, I challenge them to present even a single case where another account was playing from my IP address. The date and time of such activity, for example? Anything?

If they can’t provide this, it’s a strong indicator that they are being dishonest.

Thirdly, it would be good to investigate whether this kind of "account balance confiscation fraud" by Bets.io is actually widespread and if many other players have reported similar cases!

If that turns out to be the case, it would be good to gather testimonies from these other players to see if Bets.io's claims hold in their cases as well. At this point, a rogue, scamming casino operator would most likely stop cooperating because they know that they would get exposed. This would once again be a strong indicator that Bets.io actually is a fraudulent site.

Greetings all,

I am sorry for the delay.

Alright, thank you for your response and additional information, and thank you, Bets.io Casino team, for your email with additional details. However, can you please resend me the screenshots again? I am unable to review it sufficiently due to a low quality - unreadable after zooming in.

Now I am extending the timer for myself until the end of the week, and in the meantime, will discuss the matter internally with the team.

As soon as I have anything relevant or how we can proceed, I will inform you about it here.

Thank you for your patience and understanding.

Alright, guys, I am here with hot news.

Dear tmstms,

The matter was discussed internally with the team and management and we basically unanimously agreed on a clear decision.

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds and strong evidence to believe we are talking about multiple accounts/collusion/bonus abuse, performed by at least 4 linked accounts, including your disputed account. There are several/too many specific similarities and matches between the 4 accounts in question that it is impossible for us to believe it could be only a coincidence. The data are indisputable. In addition, even if the disputed winnings were not accumulated with a cashback or another bonus, it does not mean there was no breach in the past when cashbacks (bonuses) were used by all the linked accounts.

The casino acted in accordance with the terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Bets.io Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru