The player from Germany had successfully completed a re-verification process but received notice that her account had violated CampeonBet's terms of service upon attempting to withdraw €150. Despite being a long-standing customer with consistent adherence to the guidelines, she struggled with a lack of transparency regarding the violation and had faced repeated withdrawal obstacles in the past. The Complaints Team reviewed the situation but ultimately found that they could not evaluate the casino's investigation results because the player focused on sports betting, leading to the rejection of her complaint.
Campeonbet Casino - Player's account has been closed with no explanation.
Amount: €2,251
Campeonbet Casino
Safety Index:Very lowSafety Index
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1.7
Campeonbet Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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Public
1 month ago
Translation
Recently, I successfully completed the re-verification process at CampeonBet after updating my personal address.
However, when I tried to withdraw €150 of my balance (my total balance was €2,251.44), I received an email from CampeonBet informing me that my account had violated their terms and conditions. Despite my repeated requests for a specific explanation, I only received a general copy of the terms and conditions, without any specific indication of which set of rules I had allegedly violated.
This is comparable to being fined for a "breach of the law" without being informed of the exact incident or rule violation and, when you ask, being presented with the entire law book - a completely non-transparent and unreasonable approach. As a long-time customer who has always complied with CampeonBet's guidelines, I find this lack of transparency extremely problematic.
In addition, CampeonBet has often created obstacles in the past whenever I have tried to withdraw funds. Repeated verifications were often required and the submitted documents remained in the "pending" status for years without any feedback. Due to these difficulties, I have rarely attempted to withdraw funds. However, the current withholding of my entire account balance seems targeted and unjustified, especially since this measure was taken immediately after my last withdrawal request.
For the avoidance of doubt, I have not claimed any bonus offers for a long time (at least 2 years, probably longer); my account activity is limited to betting with my own funds only, without knowingly violating any applicable rules. Given the serious financial implications and my desire for transparency, I am determined to resolve this matter fairly and recover my funds.
I am happy to submit the email history and screenshots from my account. However, it always says upload failed. The document is not large.
Best regards,
Rebekka S***
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear 2b6ycg6h7h,
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 focused on - slots, live casino, sports betting, etc.?
- Have you made any successful withdrawals before?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Dear Kristina,
Thank you very much for your quick reply and the opportunity to explain my situation in more detail.
I focused exclusively on sports betting and tried to withdraw winnings from time to time. Sometimes it worked, but most of the time my withdrawal was either cancelled or I was asked to verify again without being given a precise reason. Most recently I added my Jeton account for withdrawals. Jeton recently changed from a wallet to a kind of bank where you now receive bank details instead of an ID.
I then contacted Campeonbet and asked whether a withdrawal would be possible with the new data. Instead of an answer, I received the terms and conditions with the note that I had violated them and my entire balance had been removed from my account. I simply do not understand what I have supposedly done that justifies withholding over €2000 from me.
Thank you in advance for your support!
Best regards,
Rebekka
Automatic translation:
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1 month ago
Thank you for your reply, 2b6ycg6h7h. Please understand that if you only placed bets on sports betting and your winnings have been confiscated and account has been blocked, the casino probably detected activity that requires further investigation. 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.
