The player from Germany faced an unexplained account suspension and could not log in. Despite reaching out for a week, she received repeated apologies without any specifics. The Complaints Team clarified that the casino's request for notarized documents was a standard KYC procedure and could not be challenged. As the player was unwilling to comply with this request, the complaint was ultimately rejected.
Bets.io Casino - Player’s account has been closed without explanation.
Closed
Our verdict
Unjustified complaint
Amount: ??
Bets.io Casino
Safety Index:LowCase summary
Discussion
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11 months ago
Translation
Dear Team,
The casino has inexplicably suspended my account. I never had any issues, and now suddenly I can't log in anymore.
I have been reaching out to the casino for a week and receive the same response every time: "I apologize again for the delay. As I have already mentioned, I will contact you later when I have more information."
I've been getting this message for a week, and no one can tell me anything. I haven't done anything to justify this.
I have thrown 40,000 Euros at this casino—is this the thanks I get?
Dear Guru team, please help me.
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11 months ago
Dear Robin1989,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets.io Casino.
Please understand that we can’t penalize the casino for closing your account.
Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Please let me know if the casino withholds any balance on your account or confiscates any winnings, otherwise, we'll be forced to close your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
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Hello,
of course there is still credit on it.
That's the problem.
I have been playing there for many years and have spent a lot of money there. I can absolutely rule out any unfair play!
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11 months ago
Translation
"To proceed, we ask you to resubmit your documents in English and with notarization, as we cannot verify them in German.
This is only a temporary step and we will endeavour to resolve the issue as quickly as possible.
Kind regards,
VIP Department of Bets.io"
That was the answer from just now!
This is the last straw! I have had an account for years - I have put more than 40,000 euros into it and now I have to submit documents. I have done that and suddenly I have to have it notarized by a notary? I really think I'm in the wrong movie! Please help me dear team
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11 months ago
Dear Robin1989,
Thanks for the clarification and ongoing updates regarding the situation.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos take KYC lightly. I understand your frustration, however the casino can ask for notarized documents.
If the casino has requested such documents the best course of action would be to provide them. It's nothing out of the ordinary, and we cannot ask the casino to skip this step if they already requested such documents from you.
Kindly let me know about the result of your verification efforts. If there is an issue you can't resolve with casino support, kindly share the relevant communication with us and we'll do our best to assist you.
You can inform me here directly in the complaint thread or forward the information to my email at [email protected]
Thanks in advance for your cooperation.
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11 months ago
Translation
Tomas, are you serious?
No casino in the world requires notarized copies. None!
The casino is operated in German - even after several years I have never come across anything like this! Where does the law say that I have to submit such documents? This has nothing to do with KYC! Why are you telling such a lie? Why do you support such scammers?
Do you understand, I deposited more than 40,000 euros in this casino and suddenly they block my account and demand these documents? I want to say that I submitted them, but I'm definitely not going to have them translated and certified! Do you know how much that costs? I'm really starting to believe that Casino Guru is working with the casinos against the players. I've never experienced anything like this in my life!
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11 months ago
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... and after six days still no answer! Sad what is happening here!!!
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11 months ago
Thanks for your patience.
Sadly we are not able to argue against online casinos that require notarized documents, or in cases where online casinos require documents translated into another language.
If you don't wish to supply them, and there is no other issue regarding your verification, we'll be forced to reject your complaint as unjustified.
Kindly let me know about your decision going forward.
