OrionsBet Casino - Player's winnings have been confiscated.

I am filing a formal complaint against Orion's Belt Casino regarding the unfair confiscation of my legitimate winnings totaling £6999.

My account remains fully open and accessible, but my entire balance was wiped to zero by the administration. I registered using my exact legal identity, completed all requested details, and played strictly from my home country without using any VPN or proxy networks. I have not violated any betting limits or promotional guidelines.

When I contacted customer support to ask why my funds were removed, they refused to give me a reason. I have now received a final email from their compliance department stating that a "final decision" was made in accordance with their policies, but they have completely refused to specify which clause or term was supposedly breached.

Withholding a player's winnings without providing transparent reasoning is a direct violation of fair gaming standards and Curaçao licensing rules. I request that Orion's Belt either restore my full balance of£ 6999 or publicly provide the exact, verifiable evidence of a terms violation to the mediator.

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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.

• What types of games did you play to accumulate the winnings that the casino removed from your balance?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to the promotion or a screenshot of it.
• Have you made any successful withdrawals from this casino in the past?
• Have you passed the full KYC verification, or at least submitted any identity documents for verification?

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

Hi,

played casino slots.

no bonuses.

yes I have done withdrawals before.

yes had all ID approved.

Please forward me the email you received from the casino after your winnings were confiscated at veronika.f@casino.guru. If you have communicated with the casino regarding the forfeiture of your funds since then, please send me that correspondence as well.

Kindly include any chat transcripts, screenshots, or emails that may be relevant to the investigation of your case.

I appreciate your time and cooperation.

They have stated in the very first email about the t’s and c’s then in a later email that I haven’t played in socially responsible manner. I have asked for evidence and they said they can’t give any further help on this matter. I have not broken any terms or conditions.

Also when I won this money I didn’t play a single game and did 3 separate withdrawals of £500 which were successful. If I had breached anything why would I of been allowed to withdraw them.

Dear Lea010101

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,

Veronika

Hello Lea010101,

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 OrionsBet Casino to join the conversation.

Dear OrionsBet 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 Lea010101,

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 their 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 could 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.

As per the new regulation, all casinos licensed in Curaçao have been required to appoint an ADR body to which players can turn in the event of a dispute. This should be clearly mentioned in the casinos terms and conditions.

I have not been able to locate this in the casino T&Cs, thus it might be worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw as this could be considered a breach of the licensing obligations.

You can find a list of ADRs licensed by the CGA here: https://gamingcontrol.spin-cdn.com/media/license_registry/20260428_20260428_list_of_certificates_holder_acc_art_517_lok.pdf

The ADRs should be able to provide information on request as to whether they handle complaints concerning this specific casino.

Please let me know at michal.k@casino.guru if they were able to help you.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru