Bets.io Casino - Player’s winnings have been confiscated.

About three months ago, I registered with bets.io casino and used the initial deposit bonus to play.

After a while, I noticed there was a weekend deposit bonus, so I started using this bonus to play on weekends.

Last weekend, I used this bonus again and was lucky to win. After meeting the wagering requirements, I requested a withdrawal.

According to the casino's support, KYC verification was not necessary for withdrawal, so I simply filled in basic profile information.

However, I received an email from the casino stating that due to bonus abuse, both my winnings and deposit amount were confiscated. Is it possible to determine bonus abuse without even verifying my identity?

I request an investigation into this matter.

Dear tigaaa,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Could you please confirm if this is the bonus you used to earn your most recent winnings?

https://www.bets.io/promotions/weekend

To answer your question: yes, it is possible to detect bonus abuse without verifying your identity by using tracking systems like IP monitoring, device fingerprinting, and analyzing betting patterns. Casinos track behaviors such as using multiple accounts from the same device, high-risk betting strategies, and unusual game activity.

I have checked the Bonus Terms of this particular bonus, and this is what I found:

8. The bonus is available for players who made at least 1 deposit, weekly, from Friday 00-00 to Sunday 23-59 UTC.

9. If the Player has repeatedly made deposits to the Casino with the use of the Reload bonuses, and did not make deposits or bets without an active bonus in the interval between obtaining the Reload bonuses, the Casino has the right to treat this as an abuse, and can restrict or completely prohibit the Player to obtain Bonuses at the Casino at its discretion.

Could you please specify if you activate a bonus with each deposit you make at the casino?

Also, has the casino provided any details regarding the specific "bonus abuse" activity they claim you engaged in? If they sent you an email when voiding your winnings, please feel free to forward it to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes, definitely with that bonus.

It's true that I activated the bonus every time I deposited at the casino, but I didn't deposit often.

I will forward the email from the casino to you. Please confirm.

Thank you very much, tigaaa, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you tigaaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bets.io Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Customer and CasinoGuru Team,

Thank you for reaching out regarding your experience with Bets.io Casino. We understand the importance of transparency in addressing your concerns.

Upon review, we confirm that actions on your account were taken in line with our Bonus Terms and Conditions and Anti-Fraud Policy. Our policies strictly prohibit bonus abuse and advantage play to ensure fairness for all players. As per our Terms and Conditions:

"It is forbidden to abuse any bonus offers available in the Casino. If any such cases are detected, the Casino reserves the right to seize any winnings gained as a result of bonus abuse and prohibit the Player from claiming any bonuses in the future."

Additionally, our Anti-Fraud Policy allows us to void winnings and bonuses if any signs of advantage play are detected based on gameplay and technical indicators.

We understand your disappointment and want to assure you that we handle these evaluations with care and independence. Additional details have been forwarded to Peter for a thorough review.

Best regards,

Bets.io Casino Support Team

Thank you for the explanation Bets.io Casino representative. According to our Fair Gambling Codex, we consider any confiscation of funds due to betting patterns or strategies to be against the spirit of fair gambling as the edge is always on the side of the casino. If there are no signs of collusion or duplicate accounts from the player we see no reason for the funds to be confiscated. If you can provide evidence of this it would mean the player has actually tried to abuse the bonus but if not I hope we will be able to come to a compromise on the matter. Thank you in advance for your reconsideration!

Dear Peter,

We have reached out to you directly to discuss this further and to ensure we can provide any necessary information for a fair resolution. We are committed to cooperating fully and to addressing any outstanding questions regarding this case.

Please let us know if there’s any specific information you require from us to proceed.

Thank you for your understanding, and we look forward to working together toward a satisfactory outcome.

Best regards,

Bets.io casino

Thank you for the update Bets.io Casino representative. I have not received any new email about the case but I have responded to the previous conversation we had and I await your response. Thank you!

Dear tigaaa, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We sent our response to your email address, peter.c@casino.guru, on November 14 and are currently awaiting your reply.

Best regards,

Bets.io casino

Thank you Bets.io Casino representative, I have responded and I await your reply!

Dear Peter,

We have reviewed your concerns and provided a detailed response regarding the situation. At this stage, we are awaiting your feedback.

Please do not hesitate to reach out if you have further questions or require clarification.

Best regards,

Bets.io casino

I have not received any new emails or messages from Bets.io Casino

I would love for you to share it here too.

Thank you for the update Bets.io Casino representative. While I understand your standpoint the rules you are using to penalize the player are in their nature unfair and against the spirit of fair gambling. Until you provide us with the requested evidence connecting the player to the group of abusers we will close this complaint as unresolved.

Dear tigaaa, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

Dear tigaaa,

After reviewing all available information, we decided to revisit your case in light of new evidence from other complaints we have received recently. These cases have provided additional context and shed more light on the broader situation, prompting us to re-examine your complaint thoroughly.

Our findings indicate that the casino acted in accordance with its terms and conditions, which you agreed to upon registration. While the new evidence highlights potential issues in similar cases, it also strongly suggests that the casino’s system may have been intentionally exploited. Taking this into account, we are closing your complaint as unjustified.

Please know that we strive to evaluate cases as fairly as possible. If similar issues arise in the future, we will take into consideration all available evidence, including findings from past cases, to ensure our decisions reflect the full scope of the situation.

We appreciate your understanding and cooperation. If you have additional evidence or encounter issues with this or any other casino in the future, do not hesitate to contact us. Our team is here to assist you and work toward creating a fair and secure gambling environment.

If you remain dissatisfied with our decision, we recommend reaching out to the gambling authority regulating the casino for further assistance.

Thank you for trusting us with your concerns.

Best regards,

Peter