12Bet Casino - Player's winnings have been confiscated.

I am filing a formal complaint against 12Bet for wrongfully confiscating my legitimate winnings. On June 5, 2026, I deposited 600 BDT and took a casino bonus. I successfully played and fulfilled all the turnover requirements, resulting in a Big Win of 93,530 BDT. Prior to this, I had placed a withdrawal request of 8,000 BDT which was 'Rejected'. Right after the big win, they locked my account because

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,

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.?
• Did you pass the verification before you lost access to the account?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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,

Attila

Hello Attila,

Thank you for taking up my case. Here are the clear answers to your questions:

1. Which games I focused on: I played on the Live Casino section. Most of my gameplay and my biggest win happened on the live casino game "Monopoly Big Baller". 

2. Did I pass verification before losing access: No, I did not pass it. Prior to my big win, I had an 8,000 BDT withdrawal request pending. When I contacted live chat, they asked for identity verification. Due to an honest mistake and rushing, I accidentally uploaded my brother's ID card instead of mine. 12Bet did not lock my account immediately after receiving the wrong ID; they kept my account active and allowed me to continue betting. It was only after I hit the Big Win (reaching over 101,530 BDT) and asked about my withdrawal again, that they locked my account at 11:30 PM. They then manually confiscated my entire balance to zero and reopened the lock at 3:00 AM on the same night.

3. Screenshot/Link of the bonus: I do not have a direct link or a screenshot of the promo page because the account terms are now hidden, but I deposited exactly 600 BDT and activated the standard "First Deposit Casino Bonus". I successfully played and fulfilled 100% of the turnover/wagering requirement (which reached 114,580 BDT as seen in my attached financial log logs), which converted the bonus into real withdrawable cash before they seized it. 

I am fully prepared to submit my own original National ID Card (NID) and complete a live video verification right now to prove that this account belongs to me, and is linked to my personal phone number and verified bKash mobile banking wallet. 

Thank you for your assistance.

Thank you, Attila, for looking into my case again. Here are the answers to your questions:

1. I focused entirely on Live Casino games (specifically Monopoly Big Baller) while completing the turnover requirements for the casino bonus.

2. No, I did not pass the full verification before losing access. As explained earlier, I mistakenly uploaded my brother's ID card for verification in a rush. Right after my Big Win, they locked my account. Later, they called me, unlocked the account, but confiscated my entire balance of over 100,000 BDT, leaving it at zero. I am 100% ready to submit my own original National ID Card (NID) and undergo a live video call to prove the account belongs to me.

Regarding question 3, here is the official screenshot of the bonus I activated. As you can see from the image, I received the "100% Live Casino Welcome Bonus" on 06/05/2026. The notification explicitly says to "Play live games," which confirms that my gameplay on Live Casino (Monopoly Big Baller) was completely within the terms of this promotional offer. 

Crucial Evidence: Here is the official email sent by 12BET Customer Support when they unlocked my account. In the email, they explicitly admit to making a "partial deduction" from my balance instead of permanently closing the account for rules violation. This proves that my account was not banned for fraud, but they used a minor excuse to manually wipe out my legitimate winnings of over 100,000 BDT. I am uploading this email as clear proof of their predatory confiscation.

Additional Evidence: Here is the official registration confirmation email sent to me by 12BET when I first setup my account. As you can see, they officially welcomed me in my local language, confirmed my account setup as a "Respected Member," and verified my credentials. They had absolutely no compliance issues with my registration and gladly accepted my deposits. They only enforced a strict verification trap after I legitimately won a huge amount. I am submitting this to prove the account was recognized as fully valid from day one.

Thank you very much for your cooperation and for providing the additional information.

After carefully reviewing all the available evidence, I regret to inform you that we will not be able to assist you further with this complaint.

You have confirmed that during the verification process you submitted your brother's ID document instead of your own. While you state that this was an honest mistake, providing incorrect verification documents is a serious issue and casinos are generally entitled to take action when false or inaccurate information is submitted during the KYC process.

Verification is an important part of the casino's security and compliance procedures, and it is ultimately the player's responsibility to provide accurate documents when requested.

As a result, we do not believe we have sufficient grounds to challenge the casino's decision in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards,

Attila

Casino.Guru