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