5bet Casino - Player's withdrawal has been confiscated.

Salve, il casino' in questione 5bet mi ha annullato il prelievo dopo le 24 ore che loro dicono di rispettare per inviare i soldi. I soldi che avevo vinto sul conto erano stati tramite i freespin dopo aver depositato il minimo che chiedono loro cioe' 15usd. Ho wagerato pure il deposito come loro mi hanno chiesto ed ho fatto pure il KYC (approvato). Ho depositato in LTC crypto ed ho fatto richiesta di prelievo sempre in LTC. Dopo che mi hanno annullato il prelievo non solo si sono presi i soldi vinti ma anche buona parte del mio deposito .

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.

• Have you already withdrawn the deposit amount from the casino?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Any further evidence can be shared with me via email at tomas@casino.guru or posted 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

-Non ho prelevato

-Nessuno oltre a me ha fatto l iscrizione a questo casino'

Hello gabbo98,

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

Perfetto aspetto notizie.Volevo modificare la mia risposta di prima in quanto avevo letto male la prima domanda : è sì ho provato a prelevare l importo intero che comprende le vincite che il deposito wagerato come richiesto dal casinò ma alla fine mi hanno annullato il prelievo

Dear gabbo98,

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 gabbo98,

I'm Michal, and I will be handling your complaint from this point forward. I have reviewed the information provided so far and will contact the casino to gain further insight into the situation and determine how I may be able to assist.

I would now like to invite the 5bet Casino team to join the discussion.

Dear 5bet Casino Team,

Kindly provide any information and supporting evidence demonstrating the alleged violations of the Terms and Conditions committed by the player.

You may send all relevant materials 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 gabbo98,

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.

Allora non e' colpa mia se hanno avuto diverse iscrizioni dall Italia in quanto ho trovato la pubblicita' del bonus qui su CasinoGuru, inoltre io ho semplicemente depositato quanto chiedevano loro per poter avere i freespin e quello vinto era wager X1, Poi ho wagerato come da loro richiesta pure il mio deposito quindi non vedo quale siano le regole che ho violato.

Rispondendo alle tue domande:

No nessuno dei miei familiari si e' mai iscritto a 5bet

Non ho usato nessuna VPN

Ho depositato solo quella somma perche' era il requisito per sbloccare i freespin

Ho utilizzato solo il pc per registrami e giocare a 5bet

Dear gabbo98,

Thank you for your response. I am currently discussing the matter with the casino team and hope to provide you with further information as soon as it becomes available.

Thank you for your patience while we continue reviewing the case.

Caro Michal

Spero di avere una risposta nel piu' breve tempo possibile considerando che gia' e' passato piu' di 1 mese da quando ho aperto il reclamo e quasi 2 mesi dal caso .

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.

Salve Michal

Ma non eri in contatto con il casino; ? Come e' possibile che non siete riusciti a risolvermi dopo 2 mesi questo problema ? E' assurdo, pretendo che il casino rispostanda IMMEDIATAMENTE!!!

Dear gabbo98,

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.

Caro michal

Io lo capisco che devi prendere una conclusione finale ma devi anche capire che sono passati 2 mesi! Dal mio punto di vista non ci sta niente che loro mi possano contestare in quanto ho fatto tutto nel giusto e anche su richiesta loro. Spero che questo disastro finisca presto in positivo.

Dear gabbo98,

I understand your frustration, particularly as this matter has now been ongoing for around two months. I also acknowledge your position that you followed the casino’s requirements and believe there are no justified grounds for its actions.

However, based on the information and supporting evidence provided, the casino team had grounds for its decision from a strictly contractual perspective. I appreciate that this differs from your understanding, but we must take the applicable rules and the evidence into account when assessing your complaint.

Our review also considers whether the application of those rules was fair and proportionate in the overall circumstances. In particular, it has not yet been sufficiently established whether the circumstances identified by the casino involved deliberate action on your part or whether your activity provided you with an unfair advantage. These are the points I am continuing to discuss with the casino team before reaching a final conclusion.

I have emphasised the need for a prompt response, given the time you have already waited. While I cannot require the casino to respond immediately or guarantee a favourable outcome, I am working to bring this review to a conclusion as soon as possible.

Thank you for your continued patience. I will update you once I receive further clarification.

Questo casino' e risultato veramente uno SCAM!! e lo sponsorizzavate pure boh

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 gabbo98,

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