Bets.io Casino

Case summary

The player from Buenos Aires faces issues with a pending withdrawal of 60,000 ARS and an unexpected account deactivation at Bets.io. Despite submitting various verification documents and reporting an address discrepancy, she is informed of accusations related to “multiple associated accounts” and “bonus abuse” without clear evidence or prior notice. The player requests Casino Guru's assistance in obtaining an explanation for the deactivation and the status of her funds.

Discussion

Public

Pitu26

Bronze

Argentina

Public

2 weeks ago

Original

Translation

Problem with the withdrawal of 60,000 ARS and subsequent deactivation of my account

I am requesting Casino Guru's help to resolve a problem with Bets.io related to a withdrawal of 60,000 ARS.

On September 30, 2026, I requested a withdrawal of ARS 60,000. The withdrawal was rejected/cancelled on several occasions, and subsequently another withdrawal of ARS 60,000 remained pending.

Throughout the process, Bets.io requested various documents to verify my account. I submitted my ID, a selfie, bank statements, and proof of address.

There was also a discrepancy in the address on my profile. The incorrect address was entered by mistake during registration. When I noticed the error, I voluntarily reported it to support and requested that the information be corrected to match my documents. The support agents informed me that the change was being reviewed.

During my conversations with support, the main topics discussed were identity verification, proof of address, and updating my information. I was even informed that they were waiting for approval of my proof of address to proceed with the verification and review my withdrawal.

However, my account was subsequently deactivated.

When I asked for the reason, Bets.io initially informed me that they had supposedly detected "multiple associated accounts" and "bonus abuse".

Never before, during the entire verification process, had I been informed of these accusations. For this reason, I sent Bets.io a formal email requesting that they tell me which accounts are supposedly associated with me, what activity they consider bonus abuse, which promotion or transaction would be involved, and which clause of their terms they believe I violated.

My main concern is that I have 60,000 ARS pending withdrawal and my account was deactivated without being provided with a concrete explanation or evidence of these accusations.

I have cooperated with all verification requests made by Bets.io and provided the requested documents.

I request Casino Guru's intervention so that Bets.io reviews the case, clearly explains the reason for the deactivation, and resolves what will happen to the 60,000 ARS pending from my withdrawal.

I have screenshots of conversations with support, emails, withdrawal history, and documentation related to the case, which I can provide as evidence.

Problema con el retiro de 60.000 ARS y posterior desactivación de mi cuenta

Solicito la ayuda de Casino Guru para resolver un problema con Bets.io relacionado con un retiro de 60.000 ARS.

El 30 de septiembre de 2026 solicité un retiro de 60.000 ARS. El retiro fue rechazado/cancelado en varias oportunidades y posteriormente quedó otro retiro de 60.000 ARS pendiente.

Durante todo el proceso, Bets.io me solicitó diferentes documentos para verificar mi cuenta. Entregué mi documentación de identidad, selfie, comprobantes bancarios y comprobante de domicilio.

También existía una discrepancia en la dirección de mi perfil. La dirección incorrecta fue ingresada por error durante el registro. Cuando detecté el error, lo informé voluntariamente al soporte y solicité que la información fuera corregida para que coincidiera con mis documentos. Los agentes de soporte me indicaron que el cambio estaba siendo revisado.

Durante las conversaciones con soporte, el tema que se me comunicó fue principalmente la verificación de identidad, el comprobante de domicilio y la actualización de mis datos. Incluso se me informó que estaban esperando la aprobación del comprobante de domicilio para continuar con la verificación y revisar mi retiro.

Sin embargo, posteriormente mi cuenta fue desactivada.

Cuando pregunté el motivo, Bets.io me informó por primera vez que supuestamente habían detectado "múltiples cuentas asociadas" y "abuso de bonos".

Nunca antes, durante todo el proceso de verificación, se me había informado de estas acusaciones. Por ese motivo envié a Bets.io un correo formal solicitando que me indicaran qué cuentas supuestamente están asociadas conmigo, qué actividad consideran abuso de bonos, qué promoción o transacción estaría involucrada y qué cláusula de sus términos consideran que infringí.

Mi principal preocupación es que tengo 60.000 ARS pendientes de retiro y mi cuenta fue desactivada sin que se me haya proporcionado una explicación concreta ni evidencia de estas acusaciones.

He cooperado con todas las solicitudes de verificación realizadas por Bets.io y proporcioné los documentos solicitados.

Solicito la intervención de Casino Guru para que Bets.io revise el caso, explique claramente el motivo de la desactivación y resuelva qué ocurrirá con los 60.000 ARS pendientes de mi retiro.

Dispongo de capturas de pantalla de las conversaciones con soporte, correos electrónicos, historial de retiros y documentación relacionada con el caso, que puedo proporcionar como evidencia.

Automatic translation:

Public

Attila

Complaint Specialist

Public

2 weeks ago

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Public

Attila

Complaint Specialist

Public

2 weeks ago

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.?
Have you ever registered or used another account at Bets.io, even under a different email address?
Is there any possibility that someone from your household or using the same device or internet connection also has an account at this casino?
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

Public

Pitu26

Bronze

Argentina

Public

2 weeks ago

Original

Translation

Hello Attila, thank you very much for contacting me and for helping me with my claim.

I will answer your questions:

• Games: I only played slot machines.

• Other accounts: To my knowledge, I've never had another account on Bets.io. This was the first time I registered and used Bets.io.

• Internet connection: At home, my husband and I use the same Wi-Fi connection and we have both used Bets.io. Therefore, the casino may have detected an association between the accounts due to the shared connection. However, these are accounts belonging to different people.

• Bonuses: I always played without bonuses. I'm not interested in bonuses and my winnings weren't obtained through any active bonus.

I also want to clarify that I never tried to create or use multiple accounts and that, until Bets.io informed me, I was unaware that using the same internet connection could create an association between accounts.

My account was previously verified by Bets.io and subsequently they started requesting documentation again and finally my account was deactivated, while I had a pending withdrawal of 60,000 ARS.

I am willing to provide any additional information or documentation you may need to verify that my account is legitimate and that the winnings were obtained by playing without bonuses.

Thank you so much for your help.

Automatic translation:

Public

Bets.io Casino

Casino representative

Public

2 weeks ago

Dear Pitu26,

We were unable to find an account registered with our casino using the email address you provided.

Could you please provide any other email address you may have used to register, so we can check it and investigate the matter further? You can contact us via your email address to support team and we will be glad to check the case.

Thank you for your cooperation.

Best regards,

Betsio.com casino

Public

Pitu26

Bronze

Argentina

Public

2 weeks ago

Original

Translation

file

This is the Bets.io casino

https://www.bets.io/es

I checked the CASINO GURU website, I don't know why it changed.

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 week ago

Hello,

Thank you for your clarification.

I would like to confirm that the complaint has now been assigned to above-mentioned casino.

To better understand the situation regarding the alleged multiple accounts, could you please clarify a few additional points?

Have you and your husband ever used the same device to access your casino accounts?
Have you ever used the same payment methods to deposit or withdraw funds?
Have both you and your husband successfully completed KYC verification at Bets.io?

Thank you very much in advance for your cooperation.

Best regards,

Attila

Waiting for approval

Pitu26

Bronze

Argentina

Waiting for approval

5 days ago

Original

Translation

Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Bets.io Casino - Player’s account has been closed without explanation.

Waiting for Casino Guru to reply

2d 2h 26m 8s

Case summary

Waiting for approval

Casino Guru is examining the case