AceBet Casino - Player’s withdrawal is denied and account is blocked.

I put it on withdrawal and they immediately blocked me, saying it was a multi-account, even though I don't have one, and support stopped responding.

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.

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Dear Fanik23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Dear Fanik23,

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.

Hello Fanik23,

After a thorough review of your account activity, we have identified behavior that violates our Terms of Service. Specifically, our system detected patterns consistent with the misuse of our promotional offer, including attempts to exploit the $1 free bonus through actions associated with multi-accounting or similar circumvention methods.

Please understand that our platform maintains strict policies to ensure fair play and prevent abuse of promotions. Any activity that appears to bypass these rules—whether intentional or not—results in account restrictions, including withdrawal blocks.

As a result, your account has been suspended, and the withdrawal request has been declined in accordance with our Terms of Service.

We appreciate your understanding.

Best regards,

Acebet Support Team

Thank you for providing the previous details. Acebet

Dear Fanik23. Could you please check my first reply and try to assist? All the details I asked for are essential if we wish to proceed with your case and assist you further.

Thank you both again for your cooperation.

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,

Petra

Casino.Guru