The player from Spain had completed a demanding verification process but then faced account restrictions that only allowed him to withdraw 620 USDT of his total balance of 1,355 USDT. Casinok claimed he had violated their terms without specifying any details, and despite his requests for clarification, he received no response regarding the withholding of his funds. After the complaint was submitted, the casino provided evidence that the player had engaged in unfair sports betting strategies and used multiple accounts linked by matching crypto wallet addresses, which violated their Fair Play and Account Integrity policies. The evidence was reviewed by the Complaints Team, who found the casino's actions justified and rejected the complaint as unjustified due to breach of the casino's terms and conditions.
CasinOK Casino - Player’s withdrawal is delayed due to account restrictions.
Unjustified complaint
Amount: 735 USD₮
CasinOK Casino
Safety Index:HighCase summary
I would like to report a serious issue regarding my experience with the betting company Casinok. After completing an extremely demanding verification process — including recording a video selfie while reading several pieces of information they provided, as well as showing a handwritten note with those details next to my ID — I was informed that my verification was perfectly approved and that I could withdraw my funds without any problem.
At the moment of withdrawal, however, my account was suddenly restricted. My total balance was 1,355 USDT, yet I was only allowed to withdraw 620 USDT. This amount is not only far below my actual balance, but even lower than my initial deposit of 776 USDT. Shortly after attempting to withdraw, I received an email stating that I had "violated their terms," but once again, no specific term or rule was identified.
I have not engaged in any prohibited or suspicious activity. I simply registered, placed my bets, and when limitations were applied to my account, I attempted to withdraw my legitimate funds. Since then, Casinok has provided no explanation whatsoever and has ignored every request for clarification.
This situation is completely unacceptable. The company has withheld the majority of my funds without any justification, despite having confirmed that my verification was fully compliant. I am requesting the assistance of this mediation platform to help resolve this issue and ensure that my remaining funds are returned. No customer should be treated in such an opaque and disrespectful manner.
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Dear mli86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- How long have you been a player at this casino, please?
- Did you accumulate 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
Could you tell me which games you focused on: slots, live casino, sports betting, etc.?
Sports betting and live casino
How long have you been a player at this casino, please?
Starting this November
Did you accumulate your earnings with or without an active bonus?
No bonus
Dear mli86,
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
Dear mli86,
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 ([email protected]). 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,
Katarina
Hello mli86,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.
We would like to invite Casinok Casino to join the conversation.
Dear Casinok Casino,
I respectfully request clarification regarding the reasons that led to the decision to confiscate the player’s funds.
If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at [email protected] for an independent review.
Thank you in advance
Hello
After reviewing this case, we would like to provide clarification regarding the player’s account restrictions and the delayed withdrawal.
Our internal security checks identified multiple violations of our Fair Play and Account Integrity policies:
Unfair sports betting strategy:
The player’s betting activity showed patterns consistent with non-recreational or systematically optimized betting methods, which are not permitted and are flagged by our risk systems.
Multi-account usage:
The player was linked to multiple accounts, which is strictly prohibited. These accounts were additionally connected through matching activity and behavioral markers.
Cross-matching crypto addresses:
Several accounts associated with the player were found to be using the same cryptocurrency wallet address for deposits or withdrawals. This is a clear indicator of multi-accounting and is explicitly against our Terms & Conditions.
Because of these factors, the account was restricted in accordance with our security policies. All actions taken were fully aligned with our Terms, which the user accepted upon registration.
We remain available to provide supporting evidence to Casino Guru upon request.
Absolute lie!!!! Totally false! And if that's true, let them prove it with evidence!!
I have never had an account with any identity at your casino before.
It's true that I've had a couple of accounts at other casinos that use the same odds providers as you, like Jackbit or Goldenbet, for example (which, by the way, I had no problem withdrawing from). Is it against any rules to open accounts at casinos that share odds providers? Because as far as I know, it isn't.
Regarding the issue of cryptographic addresses, it's completely false. Furthermore, it's very easy to prove. Let them demonstrate that a deposit arrived from the same cryptographic address to that casino in a different account. Let them prove it; it's very easy. But since they know it's a lie, it's impossible for them to prove it.
And what about the fraudulent bets? What are they saying??? They limited me to the fourth or fifth bet, and they were all legitimate.
They're making all this up to avoid paying. It's very easy to accuse and say "you've violated this or that," making accusations without proof.
If what they say is true, let them prove it. Let them prove that I previously opened an account with this casino using a different identity, let them prove that there have been deposits from the same cryptocurrency address into another account.
Liars and swindlers
Dear Casinok Casino,
Kindly provide me with the evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, at [email protected].
Dear mli86,
Please confirm the crypto wallet/address you used for deposits and/or withdrawals from Casinok Casino.
Additionally, please confirm which devices you used for playing in Casinok Casino.
If you prefer to provide this information privately, feel free to do so to my email, [email protected].
I just sent all the information to that email address.
Dear mli86,
Thank you for your email.
Dear Casinok Casino,
I'm looking forward to your email with the requested information and evidence.
Hello
All the required information has been sent to the Casino Guru agent.
Dear Casinok Casino,
Thank you for the information and evidence you have provided thus far. I have enquired about a few additional factors and am currently awaiting your response.
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.
Thank you for the information and evidence provided, Casinok Team.
Dear mli86,
I was provided with evidence supporting the casino's decision. Unfortunately, after reviewing all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts, as explained by the casino team above.
Casinos have a strict policy regarding multiple account cases that have been used in this manner, and the casino has acted in accordance with its terms and conditions to which you agreed when you registered your account.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
