The player from Peru, who had placed second in the Streaming Prince Leaderboard on the Acebet platform, faced unfounded accusations of fraud regarding his claimed prize. Although the streaming organizer had confirmed the transfer of funds for prizes, Acebet's support continued to deny payment to him and other winners without providing evidence for their claims. The player was asked to provide communication and verification details to assist with the investigation. However, due to the player’s lack of response to multiple requests and reminders, the complaint was closed for the moment. The player could reopen the complaint in the future if he chose to resume communication.
AceBet Casino - Player's winnings are being confiscated unjustly.
Closed
Our verdict
Player stopped responding
Amount: $225
AceBet Casino
Safety Index 7.5 Above averageCase summary
Discussion
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1 month ago
Translation
I participated in the Streaming Prince Leaderboard hosted on the Acebet platform, where I placed second. However, when I tried to claim my prize, Acebet's support team accused me of fraud, claiming I "abused the rewards." This accusation is unfounded, as the only reward I received during my entire participation was half a dollar for playing on the site, which does not constitute abuse or fraud of any kind.
The streaming organizer even publicly stated that they had already transferred the corresponding funds to the Acebet team to cover the leaderboard prizes. Despite this, not only I, but all the winners have been denied payment, using the same vague and unjustified excuse of "reward abuse."
The most worrying aspect is that Acebet has not presented any concrete evidence to support its accusations. They simply repeat the same baseless argument, ignoring the fact that the participants complied with the rules and that the only benefit received was minimal and legitimate. This situation reflects a lack of transparency and seriousness on the part of the platform, which directly affects user trust and the credibility of its contests.
In short, I have been deprived of a legitimately earned prize based on unfounded accusations, even though the money has already been paid by the organizer to Acebet. I believe this refusal constitutes a breach of contract with the players and an unfair practice that should be reviewed and corrected.
I have attached a screenshot of the rewards I have received, and they claim that I have abused the rewards.
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1 month ago
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.
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1 month ago
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.
- Is there any landing page or other publicly available information about the tournament you might share with me?
- Is your account in the casino accessible to you? Have you passed account verification in the casino? Have you made any previous successful withdrawals from the casino?
- Could you please share with me your communication with the casino regarding the accusation made against you? 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
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1 month ago
TranslationHello Tomás, good day. I will send you all the relevant information to the email address you provided. Thank you very much for your time.
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1 month ago
Thanks for your reply and the information provided.
I'll await your email with the communication I requested earlier. Thanks in advance for your cooperation.
My email is tomas@casino.guru
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1 month ago
Dear Eliasch,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
