2UP Casino - Player's account has been closed and funds confiscated.

Hello, on march 14 I joined this casino. I made my deposit of 350EUR and it arrived everything went fine. I got crypto currency in casino balance. I place a bet. I win a bet. Now i have 700USD of crypto or something. Now uploading KYC documents to withdraw and while doing that, they voided my bet so now i have what i had. Chatted with support for few minutes and while chatting i got logged out. In support i requested a refund for my deposit because they voided my bet even tho bet won. they did not refund they told me i have to reroll the money but before. but yeah i got logged out and wrote them an email and they still didn't want to refund me my deposit. Overall they banned my account with my originally deposited 350EUR. this money is not their and they can't just confiscate my money just by blocking my account. My goal is to get my money back!

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Do I understand correctly that you had €350 (dispute value) in your casino account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

So i was focused on sports betting. My account was blocked while in KYC verification process. Passport and selfie were already uploaded but probably not verified yet. I did deposit of 350€ but since currency was crypto it changed. I think after my bet was voided they only refunded 341€. But in my bank statement it says that i deposit 350€.

Thanks for trying to help me!

Thank you for your reply, dqeryz. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.