CitoBet Casino - Player's account access is blocked.

Hello, today I wanted to withdraw money and submitted a withdrawal request. About half an hour later, I tried to log into my account but couldn’t. I wrote to the online chat, and they said they needed some kind of verification and that I should email them to process the withdrawal, as I understood it. I will add a screenshot below. After that, neither the online support nor anyone else is responding. The online support is completely unavailable now, as if they blocked me so that I can't even write to them.

There were no bonuses; I was playing with my own money, mainly in slots and made a couple of bets.

Please help me; it seems like they are scammers and have deceived me. They are not getting in touch with me.

Dear Arm009,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CitoBet Casino.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you made any successful withdrawals from the casino in the past?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 

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,

Tomas

Hi Tomas, I registered at this casino on 09/30/24 and on the same day I passed verification, I am a verified player

I didn't draw any conclusions, this was the first time.

I replenished my balance through my Binance wallet, I play Pragmatic slots and made 2-3 bets on volleyball

Thank you very much, Arm009, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Arm009,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will reach out to the casino team to shed more light on this matter.

We would like to invite CitoBet Casino to join the conversation.

Dear CitoBet Casino,

Can you please clarify why was the player's account closed and the withdrawal not processed without any reasonable explanation? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Arman009,

Thank you for your inquiry.

After a comprehensive review of your account, we have confirmed that the actions taken comply with our terms and conditions. Citobet reserves the right to void or cancel part or all of a bet under specific circumstances. In your case, bets 65440350, 65438785, and 65369228 were flagged for review, as specified in our terms and conditions:

17.4: Before an event starts, Citobet reserves, at its own discretion, the right to void or cancel part or whole of a bet even after its acceptance without providing any reason to the user. After the event starts, Citobet reserves, at its own discretion, the right to void or cancel part or whole of a bet, even after its acceptance if there is a valid reason for this, such as: - a mistake in the wording (palpable error) of the event, odds or starting time; - the user attempt to bypass Citobet's limits (potential payout) and risk management by placing multiple, identical or similar bets or opening multiple Accounts; - the user is getting an advantage of any public announcement or secret information he has access to that determines the outcome of the bet; - the user combines related bets; - the user is actively participating in the event, e.g. as a Player, Referee, Manager or has direct or indirect relationship with events participants; - Website suffers a technical error offering wrong odds or events; - any other valid reason duly communicated to the user upon request.

If you have any further questions or need additional assistance, please feel free to reach out.

Citobet Team

Hello, as for me, you just don’t want to pay and you won’t be able to prove that I violated anything,,, but one way or another I haven’t been able to log into my account for a very long time, give me access and withdraw what’s left of my honestly earned money, otherwise you talk and talk, but I’m still blocked.... when will you unblock my account??

Thank you for your response, Citobet Team.

Dear Arman009,

Since your complaint is sports betting related, we wouldn't be able to advise you correctly, as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.

If you wish to continue pursuing your case, you are welcome to submit a complaint to services that specialize in sports betting-related issues. Unfortunately, we are unable to take your case further and must close your complaint. Thank you for your understanding, and we sincerely regret that we couldn’t be of more assistance in this matter.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards

Michal

Casino Guru