CitoBet Casino - Player's account has been suspended.

My account has been verified for 2 days since I requested the withdrawal. Today, when I tried to log in, I found that I couldn't access my account. I contacted support by email and they informed me that my account has been suspended.

Dear camilamaier17,

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? 
• Did the casino justify their decision to suspend your account citing any rules?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

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

I deposited and got a bonus, I met the wagering requirements, and the games I played were the games they allowed, because with a bonus you can only play the games they allow. They told me that my account is being investigated, but they didn't tell me why, they didn't give any reasons.

So far they haven't unblocked my account and support doesn't even answer me anymore.

Hello camilamaier17,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

OK, so you'll be in touch by the 27th. I hope you'll solve my problem. All players trust the guru to help with this kind of thing.

Casino Citobet's support team doesn't answer me and they've disappeared with all my money.

Thanks for your patience.

Please send me your recent exchanges and any previous communication in which the casino justifies its decision to close your account and not pay your winnings. If the casino accuses you of breaking any rules, please forward this communication as well.

Share the screenshots here or send the information to my email at tomas@casino.guru

There's no reason for them to block my account on suspicion of money laundering if I only deposited 1 time and it was only 30 BRL

Thank you very much, camilamaier17, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear camilamaier17, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite CitoBet Casino representative to join this conversation. 

Dear CitoBet Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 camilamaier17 ,

Thank you for sharing your feedback regarding your experience with Citobet. 

Upon investigating your account, we identified a breach of our Terms and Conditions, specifically related to the following rules:

Rule 3.3: Creating or attempting to register more than one account is strictly prohibited. In such cases, we may block or close all accounts and void any associated bets, bonuses, winnings, and withdrawal requests. Please note that any returns, winnings, or bonuses accrued during the duplicate account's lifetime will be forfeited, and the initial deposit may not be refunded.

Rule 7.7.1: In the event of a breach, Citobet reserves the right to forfeit the account balance and suspend the account.

Rule 4.e: Using multiple accounts to claim more bonuses or free bets than allowed for each customer violates our policies.

Due to these breaches, Citobet has taken the necessary steps to suspend your account and forfeit the balance, as per our standard procedures. These measures are implemented to maintain a fair and secure gaming environment for all players.

We understand that this situation might be frustrating, but our priority is ensuring compliance with the rules that all players agree to when registering. 

We appreciate your understanding.

Best regards,

Citobet Support Team

What a violation I never had another account and you know why they said it was suspected of money laundering. Now you come with this multiple accounts argument you are a joke where have you seen a business like this a Casino does not want to pay a pittance of $300 and still confiscate the customer's deposit I will make sure that as many people as possible know how horrible this bookmaker is.

And you don't even allow two accounts to be created.

My account was verified and I had no reason to suspend it.

Now I remember why, I couldn't afford a measly $300.

Dear CitoBet Casino,

thank you for your message.

We take all accusations very seriously. Could you please provide any documents or screenshots that demonstrate that camilamaier17 operated multiple accounts? Please send them to my email: katarina.d@casino.guru.

Looking forward to your email.

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.

Hi, I'd like to know if Citobet has found out that they made a mistake and will release my account and my money.

Dear camilamaier17, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.