CitoBet Casino - Player's winnings have been confiscated.

They simply blocked

my account after I won 950 and claimed that I violated the rules, but it's all lies. From what I see, they say this to everyone. This site is either fraudulent or bankrupt and is just taking money from people. Stay away from it. I am waiting for a response by email and so far nothing 👎. I hope to get a convincing response.

Dear Crika.77,

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 specify which rules were broken?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Dear Crika.77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I can't see how long it's been because I'm blocked from entering, but I think it was at the beginning of the year that I registered, now I've been blocked for about 3 weeks, I've made some deposits and I've even received them, and I know that I haven't violated any rules because I haven't registered anyone from home, because nobody plays here but me. I always play Slots, pragmatic, PG among others, I won 50 and 50 as a bonus and I went on playing, I didn't exceed the bet of 4.00, now I won't have a screenshot because they blocked me😞, but I have several emails that I sent to you and I'm waiting because it's not fair to continue operating and doing this to people, I didn't need to block access to the site, I thought it was absurd that they blocked my account.

Dear Crika.77,

thanks for your email.

You wrote:

I have several emails that I sent to you

Please send me the emails you exchanged with the casino. If the casino accused you of breaching any rules in any of their emails to you, be sure to forward it to me. Send the information to my email at tomas@casino.guru

I'm tired of giving excuses, I sent my documents and everything and they haven't done anything yet, I'm tired they said they're analyzing and they're not doing anything, I'm waiting because they asked for proof and my selfie holding my document because I sent it and so far nothing.

I think it's an excuse not to pay because I'm absolutely sure I didn't pay anything.

Dear Crika.77,

I am sorry for any misunderstanding. Please note that We are an independent online casino database that mediates players’ disputes. To help you we'll need you to provide the information I asked about earlier as we don't have any access to the information from the casino's side.

If the casino provided you with any justification or cited any broken rules, please let us know about this information. I'll await your reply.

I'll look here but the only information I have is that they're investigating what happened, but I know it's an excuse because I didn't break any rules, they don't want to pay, but I'll see here if I have anything that can help, because at the moment they just ask you to wait and they don't solve anything, I'm tired of waiting 😤

Thank you very much, Crika.77, 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 Crika.77, 

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.

Thank you, I'm still waiting, so far I've had no response from them, they just ask me to wait, I think they're doing this to more people, they're making up excuses not to pay, it's absurd, I'm tired of it, but the right thing to do would be to report it so as not to fool any more people

Hello,

We have closed your account due to repeated breaches of our promotion terms. Our team has noticed patterns where promotions were primarily used to collect rewards without significant gameplay. Our promotions are designed to enhance authentic gaming experiences, and these actions do not align with that purpose.

Thank you for your understanding.

Best regards,

The Citobet Team

Dear CitoBet Casino,

thank you for your message.

We do take any accusations very seriously. Can you please specify what kind of patterns do you mean?

In accordance with our standards of Fair Gambling Codex, we deem it unfair and unethical to extend a bonus to a player and subsequently assert that the bonus was misused after the wagering requirements have been met.

If a player uses their own personal information to create a casino account, doesn't have duplicate accounts and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them in any way they want.

Looking forward to your reply.

thank you for your decision, with all my certainty and experience in the Casino I do not follow any rules, I am a player who plays lower stakes and does not abuse the bonus, and by the way today they sent me an email offering me a bonus, I ask you to forget me please I have already spent too much anger with this fraudulent Casino, I hope more people do not fall for it, thank goodness there is a place like here where we can expose the situation, I am very sorry about what happened 😢

Hello,

Please check the player's deposits and bonuses!

If you have any doubts we are here to solve the issue.

Kind regards,

Citobet Team

What do the bonuses have to do with it? Why then, as far as I can remember, I've only been able to make one withdrawal there, oh spare me the excuses, tell me you're there to scam people, even today you're sending me bonuses here, I asked you to take me off the list, I'm going to blast you everywhere, you think you're right, if that were the case, other casinos wouldn't give bonuses and I'd still win with my own money and neither would they, they put the real balance together with the bonus, if it wasn't for the bonus I'd have cashed out without using the bonus then I'd like to see the excuse they'd give, then I won't say anything else, I'm tired of you guys

Dear CitoBet Casino,

based on the information presented, it is reasonable to conclude that the bonuses in question are deposit bonuses. Consequently, it appears that the player utilized a portion of their own funds to engage in activities at your casino. Additionally, Crika.77 asserts that these bonuses were included in promotional emails sent to her. Given that her use of these bonuses was in accordance with your terms and conditions, there seems to be no justification for banning Crika.77 from her winnings. Furthermore, it raises concerns as to why Crika.77 continues to receive promotional emails regarding new bonuses despite the allegations of bonus abuse.

In light of the information provided and in accordance with our Fair Gambling Codex, the actions taken by your casino appear to be inconsistent with ethical and fair practices. We kindly request that you reevaluate your decision regarding the forfeiture of Crika.77's winnings.

Thank you for understanding and analyzing that they did this not to pay me, but if I don't get paid it's a warning for other people to be smart and not play in this Casino, but I hope they put their hands on their conscience, which I think is difficult to happen because naughtiness takes over in some unfair casinos

I'd like to point out that all the bonuses I've received have been sent to me via email and I've put money on all of them, and the last one I won I won with my cash balance, which hadn't even reached the bonus yet.

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.

ABSENT YES KKKKKK, THEY HAVE NO ARGUMENTS, BECAUSE THEY DON'T WANT TO PAY, IT WOULD HAVE BEEN NICER TO PAY RIGHT AWAY

Dear Crika.77, 

thank you for all your messages. We understand that this situation can be frustrating, and we appreciate your patience. I have reached out to a casino representative independently and will update you as soon as I receive any information.

Dear Crika.77, 

I apologize, but since we haven’t received any response from the casino regarding the issue in a while, 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.