AceBet Casino - Player's account has been closed due to a ban.

I verified my identity at 60 sc. I kept playing and by the time I was banned I was at 122 sc. Support says I have an account already and banned me but this was my first time at their site.

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Dear Bhillbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified? If there’s any relevant communication, please forward it to karla.m@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. Karla M.

As far as I know no other account was verified or opened under the same IP address. And there was no active bonus on my winnings

Dear Bhillbo,

Thank you for your response.

Could you please provide any supporting evidence you have regarding this case, particularly:

• Any email or notification from the casino informing you that your account was blocked/closed and stating the reason.
• Screenshots or chat logs of your communication with casino support regarding the alleged duplicate account.
• If available, any evidence showing your balance before the account was blocked.

You can attach the evidence directly here or forward it to my email address.

Thank you in advance for your cooperation.

Karla M.

This the screen just after login this was today.

This was right before I was banned. Unfortunately Idt I have any pictures of my balance because the ban came unexpectedly. I know with 100% certainty it was at least 122sc… If not more.

Dear Bhillbo,

Thank you very much for providing the screenshots.

Could you please confirm whether your casino account had successfully completed the KYC verification process before it was blocked?

If so, please let me know approximately when the verification was completed and whether you received any confirmation from the casino that your account had been successfully verified.

Additionally, could you please confirm whether you used or claimed any bonus or promotion on this account at any point before it was blocked?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

I got a free $1 to play. That wasn’t really a promotion since they offer it to everyone daily as far as I know though tbh i dont know. I wasn’t at Acebet long enough to find out. I was waiting for Acebet to manually verify my account since they use sumsub and sumsub never works for me for some reason - I always need to have it verified by support. I believe I was verified because I don’t see why I wouldn’t be but I got no confirmation or notification of this. My notification was a ban. I came here and made a complaint within 12 hrs of my account being banned. But I don’t know exactly when that was.

Dear Bhillbo,

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, Samuel, (samuel.s@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,

Karla Mayfly

Dear Bhillbo,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from AceBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear AceBet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello everyone,

Thank you for your patience, Bhillbo.

Unfortunately, I was not able to establish cooperation with AceBet Casino or obtain any meaningful explanation or evidence regarding the closure of your account and confiscation of your winnings, despite giving the casino additional time to respond.

Therefore, I will close this complaint as Unresolved.

I’m sorry that I could not help you resolve the situation differently.

Since AceBet Casino is licensed by the Anjouan Gaming (AOFA), you may consider contacting the relevant licensing authority regarding your complaint. You can find more information about the Comoros licence and how to submit a complaint to Anjouan Gaming here:

https://casino.guru/licensing-authorities/comoros-license

AceBet Casino, please note that closing the complaint as unresolved may have a negative impact on the casino's Safety Index.

Bhillbo, if you receive any new information from the casino in the future, you can always return to this complaint and we can review it again. The casino may also request to reopen the complaint if it decides to cooperate and provide a resolution.

Best regards,

Samuel

Casino Guru