BETVIBE Casino - Player's account is closed with funds withheld.

I am submitting this formal complaint against BetVibe regarding the closure of my account and the withholding of my remaining balance.

I deposited ₹25,000 into my BetVibe account and subsequently increased my balance to approximately ₹42,000. During my time on the platform, I played only Live Table Blackjack and did not play any other games or use any other services.

Afterward, BetVibe closed my account and stated that I had violated a term concerning activities that allegedly "exploit, manipulate, or unfairly influence the Service" or undermine its integrity or fairness.

I strongly dispute this allegation. I did not knowingly engage in any activity intended to exploit, manipulate, or unfairly influence the service. My gameplay was conducted through the regular Live Table Blackjack service provided by the casino.

Despite the account closure, I have not been provided with a specific explanation identifying what particular action or transaction allegedly constituted a violation. I therefore respectfully request that BetVibe provide the exact clause allegedly breached, the specific activity relied upon, and the evidence supporting its decision.

I am willing to provide screenshots, transaction records, account history, and all correspondence with BetVibe to assist with an independent review.

I respectfully ask Casino Guru to review this case and assist in obtaining a fair and transparent resolution regarding the account closure and the funds remaining in my account.

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Dear Ashu7231,

Thank you very much for submitting your complaint. I’m sorry to hear about the closure of your account and the withholding of your balance.

To better understand the situation, could you please clarify the following:

• Had you successfully completed KYC verification before your account was closed?
• Did you accumulate the approximately ₹42,000 balance with or without an active bonus?
• Have you successfully withdrawn funds from this casino in the past?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

1. Yes it's verified Account

2. I didn't active Any bonus it's without Any Active Bonus

3. Yes I successfully withdrawn funds from this casino in the past.

Extra: My Account Got Blocked during 42000 Withdrawal in Processing Status.

Dear Ashu7231,

Thank you very much for your clarification.

Could you please send me all communication you have had with the casino regarding the closure of your account and the confiscation of your balance, particularly the communication in which the casino informed you that you had violated its Terms and Conditions?

Please also provide any other relevant evidence or documents supporting your case so that we can review the casino's decision and the alleged violation.

You can send the evidence to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I would like to clarify what happened from my side.

Usually, when I submit a withdrawal request, I receive the withdrawal within around 30 minutes. However, this time the withdrawal was taking longer than usual. When I subsequently tried to log in to my account, I was unable to access it. The login page stated that my account had been closed and instructed me to contact the casino by email for more information.

I contacted their support team by email, and they replied that my account had been closed pursuant to Clause 2.9. They also stated that this was their final decision and that no further communication would be held regarding the matter.

I then specifically asked them to provide the evidence or details showing what exactly I had allegedly violated under Clause 2.9. However, I have not received any further response or supporting evidence from the casino.

I am therefore asking Casino Guru to please review the case and, if possible, request clarification from the casino regarding the exact reason for the closure, the alleged violation, and the basis on which Clause 2.9 was applied.

I am providing the relevant screenshots and communication here in the complaint so that everything is available on the record for review. I am also willing to provide any additional evidence or information required from my side.

Thank you very much for taking the time to review my case.

Dear Ashu7231,

Thank you very much for providing the additional information.

Could you please send me the direct link to the BETVIBE Casino website where you registered and played?

Additionally, although you have already provided some screenshots here, could you please resend to me all emails you received from BETVIBE regarding the closure of your account, the alleged violation of Clause 2.9, and the withheld ₹42,000 balance?

Please send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.