AceBet Casino - Player’s account has been closed without reason.

Hello, I have an issue with Acebet (acebet.co) sportsbook. I have had my account there for couple of months now and I had verified the profile according to the KYC policies (including selfies, ID card, and everything the bookie asked). One day when I decided to login and bet on some games, I had a strange pop up informing me that my account has been banned for some reason, which they did not want to be disclosed (as they say for security reasons). I asked them multiple times on chat what is the issue, how can we resolve it, but they did not want to listen and now I lost access to my account with over 1500 dollars on it... What steps can I take to resolve this issue?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AceBet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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

Hello,

Replying to your additional questions:

1. Could you please advise how long you were a player at the casino and when exactly your account was blocked?
2. How did you learn about your account being blocked?
3. What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
4. Did you achieve your current balance with the help of a bonus?
5. 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

1. I have been a player there for only couple of months
2. I learned that my account was blocked, but accessing it, after I log in I saw that my account has been banned
3. only betting on sports
4. No bonus at all (only some bonus from rain something, but that is from the bookie and small amounts (ex 0.02 dollars) I did not apply any bonus request upon registration or while playing)
5. I have only this screenshot from the login page, when I try to appeal they say that it is permanent and irreversible... I did not have any multiple accounts on this provider nor I did something that would lead to this ban

Thank you for your reply, dekostr.

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 any online casino, and we will do our best to assist.