OptimBet Casino - Player's winnings have been confiscated.

Optimbet unfairly confiscated my winnings stating that I broke their terms. The term I "broke" according to them is that I have a duplicate account, or I used incorrect information when registering or sb us using the same IP on the site as me. Neither of this is true, I only have one account I made, I live alone so nobody at my household can have another account on site, all information I provided when registering was correct and I provided all documents including a selfie to prove it was me. They refuse to pay out my win, please help me figure out what to do here. I did nothing wrong

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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.

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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

No, I didn't use VPN or anything like that. Yes, I passed it, I sent them everything they asked for. It was a win from Welcome bonus. Just forwarded you all emails

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

Hello annnhhttrr65,

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 OptimBet Casino to join the conversation.

Dear OptimBet 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.

Dear annnhhttrr65,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, as outlined in section Complaints and Dispute Resolution, of the casino's Terms and Conditions, I recommend that you submit your complaint to CADRE (Curaçao Alternative Dispute Resolution Entity) https://cadre.online/ as this seems to be a designated ADR body for OptimBet Casino.

You may also find our article, How to submit a complaint to a regulator | Casino Guru, helpful when preparing your submission.

As CADRE cooperates with the relevant gaming authority, it may have additional options and powers to assist you in resolving this matter.

Should you decide to pursue this route, I would appreciate it if you could let me know the outcome of your complaint and whether CADRE was able to assist you. You can reach me at michal.k@casino.guru.

I am sorry that we were unable to provide a more favourable resolution in this case.

Best regards,

Michal

Casino Guru