12Bet Casino - Player's account has been closed.

Hello I'm sign-up on 12bet Casino on 23/9/2025

Username - Mannu9694

And 14/10/2025 i have won the 90000 INR in lightning roulette in real win.

Then placed a withdrawal after withdrawal they will ask for KYC mail so i have sent my KYC documents in 12bet email l.

Then they will successfully completed my account KYC.

After 2 hour's or KYC they are locked my account without any reason.

Then i will arrange a call for my number to confirm why my account was closed so there agent was tell me I'm breached there terms and conditions.

But I'm 100% sure i will not breached any terms and conditions.

And they are not unlock my account and ripped my 90k withdrawal money.

So please help and withdraw to my money.

I have attached my real winning screenshot.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 12Bet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Were you informed about the reasons for account closure via email or chat? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent screenshot and details your mail ID you provided

Hello please help to unlocked my account

Hii please respond and help to unlocked my 12bet account

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

If you need any of details need please contact us i will provide all of details correct.

But force to unlock my account.

And also they have not have responded clearly reason why they are locked my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Pankaj77,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to inform you that 12Bet Casino has not been particularly cooperative in addressing player complaints with us, and there are already existing unresolved complaints, which makes the resolution of your case quite uncertain. Nevertheless, I will make an effort to reach out to the casino to gain further insight into this situation and determine if I can assist in any way.

We would like to invite 12Bet Casino to join the conversation.

Dear 12Bet Casino,

I respectfully seek clarification concerning the actions or gameplay of the player that were considered violations of your terms and conditions, which resulted in the decision to confiscate the player's winnings and terminate their account.

Should there be any pertinent factors related to this case that cannot be disclosed publicly, I kindly ask that you communicate them to me directly at michal.k@casino.guru

Yes sir they locked my account without reasons and ripped my withdrawal amount.

Also don't proofs to me why my account has been locked.

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.

Okay Sir

Dear Pankaj77,

I have tried to contact the casino repeatedly but have had no success. The live chat agent merely suggested that I notify you to contact them directly, and they will attempt to assist you; however, that is essentially all there is to it. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru