Dexsport.io Casino - Player’s winnings have been capped.

Hello Casino Guru Team,

I am opening a formal complaint against the Web3 crypto betting platform Dexsport (operating via mainnet.dexsport.io) for the illegal confiscation and withholding of my legitimate, system-verified balance totaling $39,174.90. My registered username is [hidden by Casino Guru] and my contact email is [hidden by Casino Guru].

I participated in their 1st Deposit 130% Welcome Promotion on the BNB Smart Chain (BSC). After fully completing all required wagering turnover terms—which was officially confirmed by a green system notification stating "Cash bonus completed - You've successfully wagered 650.32 USDT bonus"—my account profile dashboard registered a total winnings amount of exactly $39,174.90.

However, the platform operators manually intervened in the settlement protocol, wiping my active balance down to $18.00 and sending an unauthorized, automatic partial payout of only around $500. The operators attempted to retroactively justify this by fabricating unwritten payout rules via email, claiming that only the initial bonus amount could be transferred. This is directly debunked by their own live, legally binding Terms & Conditions (Section 10.3 - Other Rules), which state that any winnings obtained using bonus funds can be withdrawn after meeting the wagering requirements, with no clause permitting the deletion or arbitrary capping of system-processed funds.

Due to this severe contract manipulation and exit-scam behavior, I have already filed a formal cyber-fraud report with the FBI's Internet Crime Complaint Center (IC3) under Submission ID: f79f316aa1ba4ff3b31c2ff5d06ea7e4, and reported the platform to their licensing body (Anjouan Gaming Authority) and the Web3 security auditing body CertiK.

On-chain cryptographic evidence on the BNB Smart Chain (BSC) includes:

Deposit/Interaction Hash: (redacted by Casino Guru)

Partial Payout Hash: (redacted by Casino Guru)

I request Casino Guru's urgent assistance to investigate this fraudulent practice and help me recover my withheld funds.

Thank you.

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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.

• Could you please specify whether you personally requested a withdrawal of your winnings after successfully wagering your bonus, or whether the withdrawal was processed manually by the casino?

I have reviewed the Terms and Conditions of the Welcome Bonuses and found the following points:

Maximum winnings amount – 4,000 USD on the first deposit, 3,000 USD on the second deposit, and 3,000 USD on the third deposit

Upon successful wagering, the bonus balance is transferred to the real balance and the amount cannot exceed the amount of the accrued bonus

• Have your winnings been capped at USD 4,000 or USD 650, considering that you received a withdrawal of USD 500, which does not correspond to either of these amounts but rather to your deposit only?
• Have you received any pop-ups or manual adjustments to your balance when you exceeded the maximum win threshold while still playing with the bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Përgjigja për Veronikën

Hello Veronika,

Thank you very much for accepting my complaint and reviewing my case. Here are the answers to your questions to clarify the situation:

Regarding the withdrawal request: I did NOT personally request that withdrawal. The casino operators manually intervened in my account. They automatically forced a partial payout of $491.28 (as seen in my transaction history screenshot) and wiped the rest of my active balance down to $18.00 first, and later left around $590 in my balance. I did not initiate this transaction; it was forced upon my wallet by their team

.

Regarding the cap amount ($4,000 vs $650 vs $500): My winnings were capped completely outside of both rules. As you noticed, the forced withdrawal they sent me was around $500, which exactly matches my initial deposit amount, not the bonus terms. In their follow-up emails, they claimed my cap should be $650 (the accrued bonus amount), but they didn't even pay that. They completely wiped my verified balance of $39,174.90 based on an unwritten, custom manual calculation.

Regarding pop-ups or adjustments during play: While I was actively playing, the system never showed any restrictions or caps. In fact, right after completing the turnover, I received a green success pop-up stating: "Cash bonus completed - You've successfully wagered 650.32 USDT bonus". My balance was fully transferred to my real balance at over $13,167.08 at that moment, and the system allowed me to continue playing with real funds, where my balance eventually reached $39,174.90. The manual deduction and wiping of my funds happened much later, long after the wagering was officially completed by the system.

I have provided all the step-by-step screenshots showing the green completion pop-up, my slot hit history, and the transaction log to prove this forced intervention.

Best regards,

Thank you for your detailed reply and for providing additional information. I have reviewed the Bonus Terms again, and I noticed that the first deposit bonus is: 130% up to 4,000 USD + 100 FS on Pragmatic Play – Gates of Olympus. This would explain the maximum win amount mentioned in their Terms. You would be able to withdraw the maximum amount of 4,000 USD if that was the amount you received as a bonus. I understand that this may seem confusing and is not a good UX, but it is in line with the mentioned terms.

Could you please provide the communication with the casino support where they admitted that the amount of 650 USD should have been paid to you? My email address is veronika.f@casino.guru.

Additionally, could you please confirm:

• Which payment method was used by the casino to process the payout?
• Did you receive the funds in cryptocurrency or fiat currency?
• Did the casino provide any explanation for why the processed amount was around 500 USD instead of the amount mentioned in the Terms and Conditions?

Hello Veronika,

Thank you for your response and for looking closely into these details. I have just sent the full email communication chain with the casino support to your email address (veronika.f@casino.guru), which includes the email where they explicitly state that the limit should be $650.

To answer your additional questions:

Payment method used: The casino processed the payout directly through the blockchain as a Web3 transaction on the BNB Smart Chain (BSC).

Currency received: The funds were received in cryptocurrency (USDT / BSC tokens), directly interacting with my non-custodial crypto wallet.

Casino's explanation for the $500 amount: The casino provided absolutely no legitimate mathematical explanation for why the automated transaction was around $500 instead of the $650 they claimed in their email.

They simply forced a manual intervention on the smart contract outcome, returned an amount roughly matching my initial deposit (~$500), and arbitrarily wiped out my entire system-verified balance of $39,174.90.

As you pointed out, their terms are highly confusing, but even by their own forced interpretation of $650, they severely violated their contract by underpaying me and manually adjusting my account.

Thank you for escalating this with them.

Best regards,

Xhemë

Dear xemaxema1980

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, Martin (martin.l@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 xemaxema1980,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 xemaxema1980,

I am sorry to inform you that, as we have not received any further cooperation from the casino that would allow us to properly verify its claims or move the case forward, we are unable to continue with the complaint resolution process and will be forced to close this complaint as unresolved.

We have also adjusted the disputed value of the complaint to $4,000, corresponding to the maximum win advertised for the promotion. Please note that this adjustment does not conclusively confirm that the full amount has been proven payable. Rather, it reflects the most reasonable value supported by the available promotional information, as the casino failed to provide the account and bonus records needed to establish the exact amount you were entitled to receive.

In the meantime, I recommend contacting the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator found in the footer of the casino’s website. The authority has additional tools and options for assisting players in these situations.

For guidance on submitting your complaint effectively, please visit https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please do not hesitate to email me at martin.l@casino.guru.

I am truly sorry that I could not provide a more favorable resolution this time.

The casino may request that this complaint be reopened at any time should it decide to cooperate further.

Kind regards,

Martin

Dear xemaxema1980,

I can confirm we’ve now reopened this complaint at the request of Dexsport.io Casino.

We have received clarifications from the casino regarding this matter, which we will now evaluate. I will update the thread soon.

Dear casino representative,

thank you for your clarification.

We believe we now understand how the bonus was applied in this case. However, a maximum cashout limited to the amount of the bonus received appears exceptionally disadvantageous, particularly when the promotion also advertises maximum winnings of up to $4,000.

Could you please explain the reasoning behind this bonus structure? Is the 1× bonus cashout limit imposed by your platform provider, licensing or regulatory requirements, or is it a commercial decision made by Dexsport? I understand this might be sensitive information, so in case you are able to share this information, please send it to my email address martin.l@casino.guru

Nevertheless, the main potential issue lies within the fact that terms are somewhat confusingly presented. A player could reasonably understand the $4,000 figure as the applicable maximum cashout, without realizing that a separate rule effectively limits their cashout to the amount of the bonus received. At the same time, we understand that bonus funds are offered by the casino on their terms - we will therefore discuss this issue internally in the coming days.

Dear Martin,

Thank you for your message. We have sent our response to your email address with the requested clarification.

Best regards,

Dexsport Team

Dear casino representative,

thank you for your message, I have replied to your email.

Dear xemaxema1980,

I would like to clarify what is currently being assessed. The casino has offered further clarifications regarding the rules used and the sequence in which they were applied.

I have therefore requested the relevant account and gameplay records to establish the exact sequence. No action is required from you at this stage; I will update the thread once the evidence has been reviewed.

Dear xemaxema1980,

thank you for your patience. I have now reviewed the gameplay history provided by the casino.

The records show that once the wagering requirements were completed, the bonus balance of approximately $13,023 was immediately reduced to zero and $650.32 was transferred into your real balance. You then continued playing with this real balance, and the subsequent gameplay reduced it to approximately $491.85 before the withdrawal was recorded. The evidence therefore supports the casino’s chronology. The higher amount remained within the bonus balance and was not converted into real, withdrawable funds before being adjusted.

We have also carefully evaluated the bonus structure itself. We acknowledge that limiting the maximum cashout to the amount of the bonus claimed is exceptionally disadvantageous to players. Additionally, the promotion’s presentation, particularly the reference to a maximum conversion of $4,000 can also at first glance create the impression that a player may convert considerably more than the bonus received. In reality however, subsequent applicable rule confirms that your maximum conversion was only $650.32, regardless of how high the bonus balance became.

We do not consider this an appealing or player-friendly bonus arrangement, and we understand why players could feel misled by it. Nevertheless, after reviewing both the terms and their actual application to your account, we believe we are unfortunately not in a position to pursue the casino for an additional payment. The records confirm that the casino applied the stated cap immediately upon conversion and credited the full amount permitted under its rule. It did not allow you to continue playing with the higher balance as real funds and then retroactively confiscate your subsequent real-money winnings.

For these reasons, despite our reservations regarding the structure and presentation of the promotion, I have no choice but to reject the complaint.

Thank you for your understanding.