Binobet Casino - Player's winnings have been confiscated.

Hallo,

mir wurden meine Gewinne gestrichen ohne Nennung des Grundes.

Es wird behauptet, ich hätte betrogen, aber das wäre mir gar nicht möglich. Auch will man mir nicht sagen, was ich angeblich falsch gemacht habe, sondern ich werde nur mit Paragraphen vertröstet.

Das kann aber nicht sein, dass man mir willkürlich etwas unterstellt, die Gewinne einstreicht und sich dann nicht mehr äußert.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Binobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino block your account as a result of the allegations made against you? When did the incident happen?
• Could you please share with me the communication from the casino in which you were accused?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear RaBe72,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo,

entschuldigung, ich hatte Ihre Nachricht nicht gesehen.

Ich habe Casino und Sport gespielt und nein, das Casino sagt mir nicht, wie ich gegen irgendetwas verstoßen habe sondern nur das dem so sei...

Thanks for your reply.

You wrote:

They claim I cheated, but that's not even possible. They also won't tell me what I allegedly did wrong; they just fob me off with a bunch of legal arguments.

Could you please share this communication or any supporting evidence so we may better understand the situation?

Was your account blocked, or is it accessible to you?

Send the information to support your complaint to my email at [email protected] or share screenshots here.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([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.

Hello RaBe72,

It's Michal again. I have taken over your complaint. I have examined your case, and I will reach out to the casino to gain further insight into this issue to determine if I can assist in any way.

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

Dear Binobet Casino,

I would appreciate more details regarding the player's actions that were considered a breach of rules, as was communicated to the player, because it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at [email protected], including the supporting evidence of the rule violations for an independent assessment.

Dear Casino Guru representatives,

Thank you for bringing this complaint to our attention.

We have thoroughly investigated the situation and would like to shed some light on it.

After a detailed analysis of the player's activity, the following violations of our service rules have been identified:

9.2. Collusion and Fraud

BinoBet has the right to block users' accounts and confiscate their account balances (including deposits and winnings) if they are found to be gaining, attempting to gain an advantage by sharing their card information, or colluding with other users to gain an unfair advantage. These advantages may include chip dumping and transferring, discussing the hand during the game, using multiple players on one account, soft play. BinoBet provides thorough game verification both manually and automatically and investigates all related user complaints. In addition, BinoBet provides proactive and random verification of gameplay and accounts.

9.3. Fraudulent Activity

If BinoBet notices fraudulent, illegal, dishonest or improper activity (including the use of a VPN, proxy or similar service that masks or manipulates the identification of your real location, or placing bets, wagers or poker games through or on behalf of a third party) on the Website, we have the right to block the user's account with the confiscation of all account balances without prior notice. In such cases, BinoBet reserves the right to report fraudulent activity to the applicable regulatory and law enforcement authorities, including but not limited to banks, credit card companies and/or any person or organization that has a legal right to such information, and/or take legal action against such user.

6.4. The bookmaker's platform reserves the right to declare bets (or part of them) invalid (payments are made with odds of "1") or suspend payments until the end of legal proceedings (including judicial) in one of the following cases:

6.4.3. If there are traces of the use of unfair practices (bets made fraudulently, obviously "bad" odds (for example, obviously incorrect odds), substitution of odds);

In this regard, the actions of our administration are fully consistent with the established rules that the player agreed to during registration.

Always open to dialogue and ready to provide additional evidence if necessary.

Best wishes, Binobet Casino Team

Dear Binobet Casino Team,

Thank you for your reply; however, it appears to be the same message that the player received earlier via email. It is still unclear which specific rules the player may have violated or in what manner.

Please send me the supporting evidence regarding the rule breaches at [email protected] for an independent evaluation.

Dear Casino Guru representatives,

During a standard check of the player's account, our security service detected inconsistencies that violate the platform rules that the player agreed to during registration.

In this regard, his account was blocked in accordance with clauses 9.2, 9.3, 6.4, 6.4.3 of the user agreement.

In accordance with the company's internal policy, the initial deposit of 500 EUR was returned to his payment method.

The winnings, in accordance with the rules, are canceled.

Best regards,

Binobet Team

Nochmal,

ich wüsste gerne, was ich konkret falsch gemacht habe.

Ich habe nur die Casino Spiele gepsielt, die auch angeboten worden sind und das gleiche gilt für die Sportwettten.

Ich wüsste gar nicht, wie ich das angeblich manipulieren kann.

Dear Binobet Casino Team,

Thank you for your response. I have yet to receive the supporting evidence concerning the rule violations, which I have previously requested.

Please be aware that merely citing the rules does NOT constitute evidence. In order for us to evaluate the situation and reach a well-informed conclusion, it is essential to obtain and review the supporting evidence.

I kindly ask that you send me the supporting evidence related to the rule breaches at [email protected].

If you do not provide sufficient supporting evidence in the coming days, I will regrettably have to consider this case unresolved, which will have a further negative impact on your casino's safety index rating.

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 Binobet Casino Team,

I have yet to receive any correspondence from you containing the evidence that substantiates the rule violations you have alleged against the player. Please be advised that if you fail to provide us with the requested evidence, I will be compelled to classify this case as Unresolved - Insufficient evidence from the casino, which will adversely impact your casino safety index rating.

Hello dear Michal,

We have sent the details regarding the complaint to your email address.

Please, let us know if any additional information is required.

Thank you for the additional information and evidence, Binobet Casino Team.

Dear RaBe72,

After reviewing the additional information and evidence, I'm afraid I will not be able to pursue your case anymore. While the evidence I received does indicate potential violations of the casino’s terms and conditions, which were previously communicated to you, as the primary concern is related to sports/e-sports betting, specifically, it is related to rules 6.4, 6.4.3, I must convey that I cannot extend any further assistance.

We do not have a department that handles sports/e-sports betting-related complaints, and as such, we would not be able to provide you with accurate advice or provide a clear, well-founded verdict if the casino team really acted appropriately. I understand that this may be a difficult situation for you, but we lack the necessary expertise to effectively address this type of issue. I recommend that you consider submitting your complaint to a platform that specializes in sports/e-sports betting disputes or directly to the regulatory authority that oversees the casino.

Please be aware that our Casino Guru complaint forum is specifically dedicated to issues related to online casinos and their casino games.

Thank you for your understanding, and I genuinely wish you the best of luck in resolving your matter.

Should you face any casino-related issues or concerns regarding casino games in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru