5bet Casino - Player’s winnings have been confiscated.

I deposited 15 euro and wagered as the conditions asked to received 200 spin bonus of 25 cents. I then player the spins After wagering 2x instead of 1x to make sure i did nothing wrong. After i won and received in totale 80 euro, the casinò refused my withdraw and took my bonus that i won saying that they only can make me withdraw my deposit. Many people did as i did and this casino Is scamming. Can you please help me to be able to withdraw the amount they took from me

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 negative experience with 5bet Casino.

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

• Is your account accessible to you? Can you log in?
• Have you managed to withdraw the deposit amount from the casino already?
• Could you please share with me your communication with the casino regarding the issue? 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

Yes, I have access to the account, yes, I withdrew the deposit but the bonus was redeemed and I would like to kindly request that you contact them to recover it.

Hello giooo,

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

Thanks for your reply.

• Could you please share with me your communication with the casino when you contacted them regarding the issue? Include any relevant casino responses. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Dear giooo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello giooo,

My name is Michal, and I have taken over the handling of your complaint. I have reviewed your case and will now contact the casino to seek further clarification and explore whether a resolution can be reached.

We would now like to invite a representative of 5bet Casino to join this discussion.

Dear 5bet Casino,

Please provide any relevant information and supporting evidence regarding the alleged breaches of your Terms and Conditions attributed to the player.

You are welcome to send this directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 giooo,

I have managed to contact the casino team. They informed me that they had identified an unusually high number of players from Italy who registered within a similar timeframe and claimed the same promotion.

While this alone would not, in our view, constitute a breach of the casino's rules, the additional information provided by the casino offers some grounds for its concerns and subsequent action.

However, several points still require clarification before I can reach a fair and informed conclusion. I am continuing to discuss these matters with the casino team and will update you once I receive further information.

In the meantime, could you please clarify whether any of your family members, friends, or acquaintances hold an account with 5bet Casino?

If so, have you played at the casino around the same time as them — for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino?

Why have you deposited only this particular amount?

Could you also confirm which devices you have used to register and play at 5bet Casino?

I would appreciate your cooperation in providing this information in as much detail as possible.

No I don't know any relatives and no relatives have used 5 bet also I don't know any friends personally who have used 5 bet, I have always used the same device and I have deposited the required amount and I have not used any VPN, I have used the poco x6 pro

Dear giooo,

Thank you for the clarification.

I have received information and supporting evidence from the casino which, from a strictly contractual perspective, may provide grounds for its actions.

However, it has not yet been sufficiently established whether the circumstances resulted from any deliberate action on your part or whether your activity provided you with an unfair advantage.

I am continuing to discuss these points with the casino team and hope to provide you with further information as soon as it becomes available.

Thank you for your patience while I complete my review of the case.

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 giooo,

I'm in contact with the casino team. Your case has proven to be more complex than it appeared at the beginning. I must review the overall context of the matter before I can reach an informed conclusion.

Thank you for your patience.

ok

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 giooo,

The casino team provided information and supporting records that raise legitimate concerns about the promotional activity under review and may partially explain its decision. I have considered those concerns alongside your explanations and the wider circumstances.

However, despite my repeated requests, the casino has not supplied sufficient additional information and evidence establishing how your activity provided an unfair advantage beyond the benefit offered by the promotion, or otherwise constituted a breach warranting confiscation of the funds. The similarities identified across several accounts do not, by themselves, sufficiently substantiate that conclusion in your individual case.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

This outcome does not mean that I have disregarded the casino’s concerns or its rules. It reflects that the evidence provided is insufficient for me to support the confiscation of your winnings following an independent assessment.

I understand that this does not recover your winnings, and I regret that I could not help bring the matter to a successful conclusion; however, I believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. If the casino provides material new evidence or offers an appropriate resolution, we will reopen your complaint and notify you via email.

In the meantime, if you want to further pursue your case, you can contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here:: Licensing Authority – Anjouan Gaming | Casino Guru. You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

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

Best regards,

Michal

Casino Guru