Bets.io Casino - Player's account has been closed and bonus confiscated.

So i dont usually write any complaints unless it is so bad that happened to me.

so the story goes like this i send an email of making a deposit limit of 20 eyro.

i always like to play safe and for entertainment. Casino successfully accepted my limit and thank them for that but the bad things happened after. As i was contacting the chat support to ask if i was able to use vpn the chat support said positive yes i was asking then that i wanted to play pragmatic and from my country i couldn't and i asked if i use vpn from usa will i be able to use pragmatic?? the gyu who i think is an automatic response machine understood that i was from usa and telling me that he would delete my account at that moment i was playing safely and almost wagered my bonus money and i had 250 eyro. After that i was trying to explain to not cancel my bonus and i was from greece but they couldnt be stopped and at that time i bought a bonus buy as i thought the game is over with this gyus . the bonus postponed they left me with 20 euro of my starting deposit and my account was blocked. they tried to reach me to verify my account which i did and then they restored my account saying it was their mistake !! but they never restored a euro of my bonus which i had 250 euro and they just give 20 free spins ahaahahaha as a good will after i said that i want my bonus back they said that they checked thoroughly and said i violated another rule which i played a big bet and this was not permitted but only did this when i was been threatened my account was about to close so i went all in as i was going to lose everything but i was safely playing until then and trying to reach my bonus requirements!!!! so they totally spoiled a good monent for me and they didn't tried to fix it that i had 2 days my account closed for no reason . Above all that and to end this message the took also some 30 euros from my account when with that 20 euro i made them 50 they took again this victory!!!!and made 20 eyro again in my balance what an experience overall is a well designed casino and good site but i feel bad with what happened to me i hope a least do something to fix this situation

Dear apostolo936,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Bets.io Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that you have not used the VPN whatsoever?
• Have you been asked to pass the KYC verification, please?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear apostolo936,

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.

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,
Katarina
Casino.Guru