Betory Casino - Player’s account has been closed and winnings confiscated.

I accumulated my balance through normal gameplay and submitted a withdrawal request. However, while my withdrawal was still pending, my account was suddenly closed.

The casino informed me that my withdrawal had been reviewed under Clause 4.21 of their Terms and Conditions and that they had decided to permanently close my account and confiscate my winnings.

I contacted the casino and asked them to explain what specific rule I had violated and why such a serious action had been taken.

Unfortunately, their response was extremely vague. They only stated that, after reviewing my account information, transaction records, gameplay data, and other internal indicators, they concluded that my activity did not comply with their fair play and anti-fraud policies. However, they refused to provide any further explanation, claiming that they could not disclose details for security reasons.

As a result, I still do not know:

What specific Terms and Conditions I allegedly violated.

Whether I am being accused of fraud, collusion, multi-accounting, bonus abuse, or any other specific violation.

What conduct on my account led to this decision.

Why confiscating my winnings is justified under their Terms and Conditions.

I fully understand that casinos should not disclose confidential fraud detection methods. However, I do not believe this relieves them of the obligation to explain the contractual basis for confiscating a player's winnings.

At the moment, the casino has provided only a general statement that "internal indicators" detected suspicious activity, without identifying the alleged violation itself.

I would greatly appreciate Casino Guru's assistance in asking the casino to clarify the exact reason for closing my account and confiscating my winnings, and to explain how my actions specifically violated their Terms and Conditions.

Thank you very much for your time and assistance.

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Hello,

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 understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate 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,

Attila

Dear Attila,

Thank you very much for your response.

To answer your questions:

I played slots and crash games. Throughout my gameplay, I only played games that were permitted under the casino's Terms and Conditions, and I always complied with the applicable betting limits and game restrictions.

No. I was never asked to complete KYC verification before or after submitting my withdrawal request. There was also no verification section or KYC page available in my account where I could voluntarily complete the verification process.

Yes, I had claimed the third deposit bonus. However, I only played and withdrew using my real money balance. The bonus balance was never used, and I did not use any bonus funds to accumulate the winnings that were later confiscated.

Despite this, the casino permanently closed my account during the withdrawal process and confiscated my winnings without identifying any specific violation of their Terms and Conditions. They have only referred to general anti-fraud policies and unspecified "internal indicators" while refusing to explain what I allegedly did wrong.

Thank you for your assistance, and I look forward to your response.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, is there any possibility that you have opened multiple accounts at Betory Casino?

Thank you for your patience and cooperation.

Hello chori331,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru