ExclusiveBet Casino - Player’s account has been closed after a withdrawal.

Dear Casino Guru Team,

I would like to submit a complaint regarding my experience with ExclusiveBet.

I completed the bonus wagering requirements according to my account information. Before making a withdrawal, the system showed that I had a remaining wagering requirement of 54 USD. I then wagered 55 USD, after which my balance was moved to my real account, and I was allowed to withdraw 65 USD.

The withdrawal of 65 USD was processed and paid successfully without any issue. However, immediately after the withdrawal was completed, my account was blocked, and the remaining 89 USD in my account was changed to a bonus balance that I can no longer access.

ExclusiveBet is now claiming that the wagering requirements were not completed, which contradicts the fact that their system allowed my withdrawal to be processed. I have requested an explanation and account review, but I was only told that it was "management's decision" and that nothing could be done.

I believe this situation requires an independent review. I kindly ask Casino Guru to investigate whether ExclusiveBet has handled my account fairly and according to their published terms and conditions.

Thank you for your assistance.

Kind regards,

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you deposited any real-money funds in order to activate this promotion?
• Did the 89 USD also originate from a bonus or were these your own deposited funds?

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,

Attila

Dear Casino Guru Team,

Thank you for your response and for taking the time to review my complaint.

Please find my answers below:

1. I focused on sports betting only.

2. Yes, I contacted ExclusiveBet's customer support. They informed me that my account was blocked by management and later claimed that I had not completed the bonus wagering requirements. However, they did not provide any detailed calculation or evidence to support this claim.

3. This was a deposit welcome bonus.

4. Yes, I made a real-money deposit to activate the welcome bonus.

5. The remaining 89 USD was not solely bonus funds. It included both my real-money deposit and bonus winnings. Before requesting my withdrawal, the system showed that I had a remaining wagering requirement of 54 USD. I then wagered 55 USD, exceeding the required amount. After that, my funds were transferred to my real balance, and I was able to successfully withdraw 65 USD, which was processed and paid without any issues.

This is why I am confused by ExclusiveBet's current position. If the wagering requirements had not been completed, I should not have been been able to make a successful withdrawal. Instead, the withdrawal was approved and paid, and only afterwards my account was blocked and the remaining balance became inaccessible.

Thank you for investigating this matter. Please let me know if you require any additional information or supporting documents.

Kind regards,

Thank you for your reply, Cyril2222. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.