Aerobet Casino - Player’s account has been closed only after losing money.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the original email communication between you and the casino customer support, rather than screenshots only? My email address is veronika.f@casino.guru.
• Have you made any successful withdrawals from this casino in the past?
• Did you contact customer support with a self-exclusion request before you had any pending withdrawal requests in your account?
• Have you completed the full KYC verification process at this casino, or at least submitted any identity documents for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning, yes, I had made a successful withdrawal of 500, which is the amount I had pending when I sent them the email about the problem.

I spoke with them via chat and they gave me the email I forwarded to you; they didn't want to help me in any other way via chat.

Yes, I have completed the KYC process.

Hello bouda95,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email.

According to the information I received from you, you submitted your self-exclusion request on 2 June. The casino responded on the same day, informing you that if your account was closed, your withdrawal request would not be processed.

Could you please clarify whether you cancelled your withdrawal request after receiving this information and continued playing with your balance? If so, please let me know when exactly the withdrawal request was cancelled.

Additionally, could you please confirm the exact date when your account was closed? If you received any emails from the casino regarding the account closure, kindly forward them to me as well.

Thank you for your patience and cooperation.

I didn't cancel the withdrawal, no, I didn't understand that it was necessary, especially in that vulnerable situation I was in. I already sent you the email where they notified me that they closed my account, which was on June 4th.

Dear CasinoGuru team,

We provided detailed explanation of the situation on veronika.f@casino.guru email as it contains sensitive information. We will be waiting for your response and decision regarding this case. Thank you!

Dear bouda95

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.v@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,

Veronika

Hello bouda95,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

Dear Aerobet Casino,

We would greatly appreciate your clarification regarding the absence of any restrictive measures on the player's account after they disclosed their gambling addiction to you. A pending withdrawal request should not hinder the process of self-exclusion. We believe it is crucial to implement protective measures, such as limiting the player's ability to deposit and play, until their withdrawal request is successfully processed. Thank you for your attention to this matter.

Respectfully,

Michal

Dear Michal,

thank you so much for your response. We will definitely take a look on how we can improve this policy. The player stated that he wants to withdraw all the funds with one withdrawal which is against the rules of the website as there are clear limits on withdrawal amount. This case is unique for us and we were looking for an optimal solution for his account (just a bit over 24 hours was passed since his last message) and also user was on additional check by our anti-fraud department but meanwhile user lost his funds. I assure you that we will take necessary steps to avoid situations like that in the future.

Last but not the least - we would like to mention that player should not have an option to withdraw funds on first place due to violation of our T&C while using bonus funds. We consider this violation serious and it leads to cancelation of any winnings and closure of account (that's why the user was on additional anti-fraud check). User had 2 deposits in total and violation was with both of them. Please note that despite of violation user's total withdrawal amount is higher that total deposit amount. We earlier sent evidence of it on Veronika's email and I also forwarded it to you.

Thank you!

From what I'm reading, the company is trying to completely change the narrative. It's worth noting that I contacted them four days prior via chat, and they also took far too long to respond. Now they're claiming I violated the bonus rules when I always fully complied with them. I hope Aerobet will reconsider and do the right thing. Thank you.

Dear Casino Guru team,

We would like to note that first user's requst on email regarding closure was on June 2nd. All the information regarding the case is provided on your email and in the message above - if user's account was closed then it would not change the fact that withdrawal would not be processed and funds would be voided due to violation of T&C.

However we do understand that this situation could've been handled better from our side - and we assure you that necessary measures are already taken to avoid such situations in the future.

Aerobet, I just want to say one thing: I didn't win anything with the bonus, so I don't understand what policies you're referring to. Thanks.

Dear Aerobet Casino,

Thank you for the explanation and also for the provided email. Do I understand correctly that the whole disputed amount in this complaint came from the deposit bonus winnings?

Dear CasinoGuru team,

No, winnings were not received specifically from bonus winnings, however part of winnings were received from sport bets. As it mentioned in the email - appliying such strategy is already a violation itself, no matter if finally winnings will be received by bonus funds exactly. Using such strategy allows user to hold the balance and immediately play with the bonus funds increasing his chances of winning and providing an unfair advantage prior to the casino. We specifically have a point in T&C regarding such strategy and it applies even if user did not succeed on winning by using it.

In summary, I logged in, placed the sports bet, and played the casino bonus in the casino, and I lost it all.

And then I won, with sports betting and that's how I got up to that amount and then what happened happened, anyway I didn't break any rules.

I only played

Dear bouda95,

Were you able to make any successful withdrawals from Aerobet?

Yes, a withdrawal of €500,

Dear CasinoGuru team,

User made successful withdrawal on 500 EUR by one transaction on June 2. User's total deposit amount is 450 EUR and total WD amount is 500 EUR - in case of need we can provide proofs via email.

Dear bouda95,

I regret to inform you that we have reached the conclusion of our examination concerning your case. While I understand that your self-exclusion request was not upheld due to an ongoing withdrawal, the fact remains that your account was closed in a timely manner. It is important to note that the funds in your account were obtained through practices that violate the casino's policies, which unfortunately means that a refund wouldn't be issued in any case. As previously communicated by the casino, the ability to maintain a balance within sports bets utilizing real money, while simultaneously accessing bonus funds, provides an unfair advantage in terms of winning opportunities.

I truly apologize for any disappointment this may cause and wish we could have offered you further assistance.