Betsio Casino - Player’s account is frozen.

I registered at this casino and made my first deposit and withdrawal, but my account was frozen for allegedly using multiple accounts.

I did not use multiple accounts at this casino and requested the casino provide evidence, but they ignored me.

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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 chance that someone from your household or using the same IP address has also created an account at this casino?
• Is there any possibility that you created another account at this casino in the past?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated 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,

Veronika

no

https://www.bets.io/ja

I am registered at a casino with a very similar name operated by the same company.

I have confirmed on the Casino Guru website that these two are separate casinos. (The site logos also have different colors.)

Please let me clarify the situation:

Have you created two separate accounts at two different casinos, one at Betsio.com and another at Bets.io?

The first screenshot you submitted with your complaint shows an email from Betsio.com, while in your latest comment you listed the casino’s address as bets.io. Could you please confirm this so we can proceed accurately?

I am creating separate accounts.

It seems the casino considers these two sites to be the same.

Dear andandjonnyx

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 andandjonnyx,

It's Michal once more. I've taken charge of this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Betsio Casino to participate in this discussion.

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 andandjonnyx,

I have reached out to the casino multiple times, but I have not received any response whatsoever. 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 and resolve your case, 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. 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