Betsio Casino - Player’s withdrawal is delayed due to false accusations.

I have taken 700$ out before from a slot game, I have been depositing and playing the same game.. well yesterday morning I won and went to withdraw and today I am being told I’m accused of "multi accounting" and the only thing I could imagine is my partner having the same IP address as me and he also has an account. I am being falsely accused. I have so much proof that it’s just me on the account.

Dear mirandaassuxo0,

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

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

• How long have you been a player at this casino, please?
• Could you please advise if you have passed the KYC verification? What about your partner, has he passed the KYC, please?
• Have you accumulated your winnings with or without an active bonus? 

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello. I have only been a player for a month but I have successfully deposited/ withdrawn money before from a 700$ winning on the same game I won this 1800$ on. I am not sure what a KYC verification is but I am verified in my account and my partner barely even used his betsio account and only created it because I told him to play the game I won on after the first winning. I have screen recordings and screenshots of my browser history etc showing that it was me on my phone, I had no idea this could even be a thing… I’m very new to online casinos and gambling in general. I did not have any bonuses or anything I turned off the bonus thing after my first deposit with the site.

Dear mirandaassuxo0,

thank you for your reply.

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.

Looking forward to your reply.

Katarina

Emailed 🙂

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you!

Hello there,

Thank you mirandaassuxo0 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsio Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hi I’d like to share an email I sent tonight to Betsio it’s really sad when I am made out to look like a liar etc when I know I didn’t do anything wrong and I want to advocate for myself and defend myself as much as I can.

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.

They are pretty deadset on the fact that I was "multi accounting" and replied to my email and said that it’s their final decision, which is honestly insane because I have never let anyone else use my account, I sent screen recordings of my history on browser from the morning of my winnings, showing that it’s my phone/ showed my iCloud in the settings confirming with my name- never used anyone else’s bank card on the website(not even able to use someone else’s card) I’m just very confused on how I was able to continue playing, depositing, successful withdraw only 10 days prior to June 29th(when I won the 1800) I would honestly just let it go and take accountability if I did "multi accounting" instead of trying to defend myself and fight so hard, I would understand that’s the rules and move on from this- it’s really unfortunate as I stated as well that they would’ve gotten more then 1800$ from me in the long run? so I’m confused on why this happened, also this is a big thing apparently with them as I’ve read lots of reviews about this happening to others… I honestly wish I read those reviews before I ever put any money into the site. I pray this doesn’t happen to anyone else, for their hard earned money put into a online site and eventually lose it + lose their winnings as it’s not a good feeling and I wish they’d understand that it’s only 1800$ it’s not a lot of money, if someone wanted to be shady on a website don’t you think they’d get a lot more than 1800$ ??

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter