Betsio Casino - Player's account has been closed.

Hello,

I made my first deposit €769.59 on this casino and I got a welcome bonus free bet, I played with the Freebet and I lost, so I have to play with my real money now so that I can complete the wager condition of 1x of my deposit before I can make a withdrawal.

After the completion of the wager, I made a withdrawal of €602 but my withdrawal was declined, I got a email that I should verify my account which I did, later I got a email that I should do a visual verification with them on Google meet so I was book an appointment, we did that as requested, so I was told they will get back to me on email about my account status. Later I got a email that my account had been disabled that I bleach they term and condition stating some reason that I have multiple accounts and I made some bet with logic, All the statement are false bcuz I never had a multiple accounts and I have never use any logic to obtain winning, even though I lost my money while placing bet, I made a deposit of €769.59 and after bet I have only €604 on my account, so how did I made a bet with logic?

Pls I need your assistance, if they don't want me on there site they should refund my deposit, this is my hard earn money. Thanks

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Is there any possibility that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

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,

Veronika

Thank you,

Yes there is possibility because I have a family too playing on the site, I told them this on the video call we did.

I have never use any VPN on the site

I have only played on Sport(football and basketball only) I told them also on video

But I never have multiple accounts with them

Thank you for your reply.

Could you please specify if you and your family use the same device (phone, computer, tablet) to access all of your accounts?

Do you and someone from your family use the same payment method to deposit money into this casino?

Does your family also place bets on sports?

Not all that, we sometimes share only Wi-fi networks. None of them had ever used my phone to log in into there account and also we never used the same payment method to deposit into the casino. Thanks

This is the WiFi network am referring to. The is the only device we connect to to access the internet sometimes

Please forward me the original email you received from the casino after your account was blocked and your funds confiscated at veronika.f@casino.guru. Thank you for your patience and cooperation.

I have forwarded the Email to  veronika.f@casino.guru

Thanks

Dear Agoi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Agoi,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will try to contact the casino to see if I can help, but I must inform you that Betsio Casino has previously not been very cooperative in addressing player complaints with us, which makes a favourable resolution to your complaint rather uncertain. Nonetheless, I will reach out to them and try to find a way to help resolve the issue if feasible.

We would like to invite Betsio Casino to join the conversation.

Dear Betsio Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Agoi,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players.

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru