Epicbet Casino - Player’s account has been closed without justification.

Dear "Casino Master" website, I am a player from the Chinese mainland. Due to the fact that the Chinese network cannot access your website, I enabled a VPN, and the displayed address was Hong Kong. Last month, I registered and placed bets on epicbet. Everything was normal at first. However, last week, the website prompted me to do verification (KYC). I passed levels 1, 2, and 3 (including facial biometric recognition and address verification). Then they sent an additional email asking me to do the final account verification, but the verification website they sent did not support the resident identity card of the Chinese mainland (veriff), making it impossible for me to complete the final verification. Not long after, they permanently closed my account on the grounds of "multiple accounts" and "repeatedly claiming promotional offers", and confiscated the balance. 

My boyfriend has an account with this casino. It was he who used it and told me that the casino was good and there were no problems with deposits or withdrawals. That's why I went to register. I'm planning to find a casino as good as "bet365" before the World Cup and use it for a long time (bet365 left the Chinese market in March last year). But he is he and I am I. My account has nothing to do with his. I have fully verified high-level accounts on platforms like stake and shuffle, but epicbet identified me as having multiple accounts belonging to someone else. I think it's because this casino is not big enough that they judged me as having someone else's account. They said they have solid evidence of my violation and this is the final decision, and they can't disclose more details. It doesn't matter. I heard from others that "Casino Master" is fair, so let them send their "evidence" to you. If you determine that their evidence is sufficient, I have no problem.

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Hello,

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.

Is there any chance that you have both accessed the casino from the same device?

Have you used a payment method registered in your own name?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Hello, Attila.

1: I don't think that's possible. I've only logged in on my laptop and iPad.

2: I paid through my Binance account registered under my real name. I'm just starting to get into virtual currency. I don't have any other wallets and I don't know how to use other payment methods.

3: I haven't logged in with a VPN. Even typing "Casino Master" was done with a VPN under someone else's guidance. I don't know how to hide my IP address either. The Wi-Fi in the rental house I live in is already set up, and my laptop uses its IP address.

Hello, have there been any new developments regarding my situation? I'm really sorry that the translation software keeps translating "CASINO GURU" as "CASINO Master".

Thank you very much for your reply. Could you kindly confirm if any bonuses have been utilized on your account? Additionally, could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Thank you in advance for your response.

Yes, I did use the bonus. I received the "First Deposit" bonus and got 100 USDT. I usually play in sports betting, The email they sent me about closing the account seemed to indicate that they were quite certain that I was a multi-account holder.

The following terms were breached:

4.1. Prohibits the claiming of bonus multiple times.

3.1.2. Prohibits multi-account use

But I'm not convinced

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 (michal.k@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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello MissLi,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Epicbet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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.

Hello Michael.

We will contact you via e-mail shortly.

kind regards,

Dear Epicbet Casino,

Thank you for your email. I hope that the matter of improved cooperation can be addressed soon, and that we, as an independent dispute mediator, will be able to review all the information and evidence about this case to come up with a well-informed decision and to potentially reach a resolution.

Dear MissLi,

Just to confirm, do I understand correctly that you placed sports bets, and that the disputed winnings originated from sports betting activity?

Additionally, could you clarify whether you placed the same bets on the same events as your boyfriend?

Dear MissLi,

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.

Dear Michal,

Thank you for your update.

To answer your questions:

1.Yes, you understand correctly that I placed sports bets. However, I want to clarify that this is not just a matter of "disputed winnings." Epicbet has accused me of multi-accounting and bonus abuse, and they have confiscated my entire account balance, including my real money deposits/principal, and banned my account.

2.Regarding the bets, I cannot be sure about this point, because I almost exclusively bet on major events such as the English Premier League and La Liga. There are many people who would bet on the exact same options.

But what I can be certain of is that my account and his account are not linked. I do not know what his account is doing, and he does not know how I use my account. In fact, he just told me that he had been using Epicbet casino for months and the deposits and withdrawals were completely without problems, and he provided me with technical assistance for my registration.

For example, this casino cannot be registered with emails commonly used in China, and Chinese mobile phone numbers cannot register for Google emails, so he got a Google email for me to register. For another example, when filling out the personal profile, I did not understand how "Last name" and "First name" correspond to Chinese names, and he taught me how to fill them in.

Clicking to claim that promotion was just a casual thing for me; having it is better than not having it, isn't it? It was fundamentally not for the purpose of abusing or exploiting the bonus. If I had known that I would be treated so maliciously by EPICBET, it would be impossible for me to click to claim that tiny bit of bonus.

Thank you for your continued assistance in resolving this matter.

Best regards,

MissLi

In addition, I would like to supplement a few more things:

First of all, the promotion I claimed was originally meant only for sports betting, likely something like a first deposit bonus, which required wagering a certain multiple of the betting amount in sports betting to complete the turnover.Secondly, I really just wanted to find an excellent betting platform, as good as Bet365, to place bets on the upcoming World Cup. When my boyfriend told me that this casino’s clean, smooth design and betting methods were very similar to Bet365, I gladly joined.

There is absolutely 100% nothing wrong with my betting slips. Regarding the first deposit bonus I claimed (it should be depositing 200 USDT to get 100 USDT), I simply saw it on the homepage and naturally clicked to claim it. Having claimed that promotion—for example, if I fancied a draw in a La Liga match, if I had the promotion, I would bet 200 USDT; if I didn't, I might bet 150 USDT. This made fundamentally no difference to me. Yet, it resulted in this kind of treatment.

I don't even care about 200 USDT or 1,000-plus USDT. I had never even made a withdrawal. After completing the bonus wagering requirements, I still continued to bet, because I just wanted to keep my funds in the casino to bet on the upcoming Football World Cup. I find withdrawing to be very troublesome, and I am not skillful with cryptocurrency. Although I do not understand cryptocurrency, it does not mean I do not understand sports betting. May I ask, what kind of bonus abuser or exploiter would be so foolish as to complete the bonus wagering requirements and still not withdraw, but instead keep the money in the casino to place bets and win more?

The timeline of the whole matter went like this: I had never withdrawn any money and kept betting on Epicbet according to my own preferences. Then, at some point, I saw a prompt on the website asking me to do identity verification. So I went ahead to upload my ID card and completed the facial video recognition. After both of these passed, the website further required me to do address verification. I uploaded a credit card statement I had received previously.

Initially, Epicbet rejected my proof of address, stating that my name did not match the personal profile. After comparing them repeatedly, I was certain I did not fill it out wrong; my Chinese name on the credit card statement should be filled in exactly like that in the profile. Then I told them so. After waiting for a while, their support staff told me that this credit card statement had passed verification after all. This made them look unprofessional and seemed like they couldn't even figure out my verification themselves... I asked the support staff: "Is my account fully verified now?" The other party said: "Yes." Because the consecutive level 1-2-3-4 verifications made me a bit worried, this prompted me to try to withdraw.

As a result, after I initiated the withdrawal, a while later another email came requesting a "final verification." Clicking it opened a third-party facial verification website. I continued to try to complete it. I passed the first step, the face scan. However, during the second step, which was uploading my national ID card, after the website recognized it, it directly prompted: "This document is not supported, please take a photo of your other government-issued ID." (Regarding this point, I don't know if Epicbet did it on purpose.)

Then I went back to the website to ask the support staff. The support staff said, if you have a passport, uploading a passport will do. I have traveled abroad before and own a passport, but compared to an ID card, a passport is really rarely used in the country where I live. So I started searching for my passport. Right while I was turning drawers and boxes upside down looking for my passport, within a few hours, Epicbet sent another email: Claiming multiple bonuses is prohibited, using multiple accounts is prohibited, account closed, funds confiscated.

This is exactly how Epicbet treats a user who sincerely wanted to stay on their platform long-term to bet. That promotional offer, placed so prominently on the homepage just to make me easily and casually click it—what is the difference between that and a trap?

Fine, this matter is in the past. Now, my boyfriend and I have broken up. Of course, it was not because of this matter, but this matter also caused mutual blame between us. When I came to "Casino GURU" and saw that Epicbet has a score as high as 9 points, it made me very displeased. I think, either Epicbet must provide solid evidence that I am someone else, that I have multiple accounts, or that I did something to abuse their paltry and ridiculous 100U bonus, or, this casino's score must be lowered. If they are unwilling or unable to provide proof to an independent third-party mediator like Casino Guru, they simply do not deserve such a high rating. It will mislead other people, just like I was misled by my ex-boyfriend.

Dear MissLi,

Thank you for your detailed explanation and for providing additional context regarding your activity and the circumstances surrounding your account.

I understand your position and I do not necessarily conclude that you intentionally attempted to abuse the casino’s promotion in a deliberate or malicious manner. At the same time, after carefully reviewing your statements together with the information and evidence currently available, I must also point out that several aspects of your explanation significantly weaken the argument that your account activity was entirely independent from your boyfriend’s involvement.

Most importantly, while you repeatedly state that your account and your boyfriend’s account were "not linked" and that he did not know how you used your account, you also confirmed that he:

• introduced you to the casino,
• recommended the platform to you based on his own experience,
• assisted you with the registration process,
• obtained or created the email address used for the account,
• explained how to complete the personal profile,
• and generally provided technical assistance during the account setup process.

These are not minor or incidental interactions. They demonstrate a meaningful degree of involvement from a person who was already an active user of the same casino and apparently participating in similar sports betting activity.

Additionally, you confirmed that both of you focused primarily on major football events and that you cannot exclude the possibility that similar or identical bets may have been placed. While betting on popular events alone would certainly not prove wrongdoing, it nevertheless becomes relevant when combined with the other overlapping circumstances.

Your explanation also contains a degree of contradiction regarding the bonus itself. On one hand, you describe the promotion as insignificant and claim that you did not care about the value of the bonus. On the other hand, the confiscation of the resulting funds is presented as fundamentally unfair and central to the dispute. From the casino’s perspective, however, the concern would not necessarily be limited to the monetary value of the bonus itself, but rather to the broader pattern and circumstances surrounding the activity.

I also note that your own statements indicate that you relied on your boyfriend for several technical and operational aspects of using the platform, including registration and account setup, while simultaneously arguing that the account activity was fully separate and independent. These two positions are difficult to reconcile completely.

To be clear, none of the above automatically proves intentional fraud or coordinated abuse on its own. However, when viewed collectively, these circumstances do create a reasonable basis for the casino’s concerns regarding interconnected account activity and bonus-related compliance issues, particularly if supported by additional technical indicators available to the operator.

As an independent mediator, my role is not to assume malicious intent without evidence, but also not to disregard substantial indicators that reasonably support the casino’s position. Based on the overall context currently available, I am unfortunately unable to conclude that the casino’s concerns were unfounded.

I will await the provision of further information and supporting evidence from the casino in order to establish a complete and accurate understanding of the situation.

Hello.

The reply will be provided after certain legal procedures between epicbet and casino guru.

Kind regards,

epicbet team

Dear Epicbet Team,

Thank you for your response.

I acknowledge the information provided and trust that the matter will be addressed by the relevant departments in due course. Once the necessary internal clarification has been completed, we will be in a better position to continue our review of this complaint and assess the circumstances of the case accordingly.

I would appreciate being kept informed of any developments and look forward to receiving the requested information once it becomes available.