PlaceBet.io Casino - Player's account has been closed and winnings confiscated.

Hi,

3 days ago Placebet.io Casino confiscated all my winnings and locked my account. They accused me for using VPN. Below I am pasting the content of their e-mail from that day and my response to it.

"Dear Jakub,

This communication serves as the final resolution to your recent complaint and the subsequent review of your account, conducted in accordance with our internal procedures.

Our investigation conclusively determined that your account was accessed and utilized in violation of Clause 2.6 of our General Terms and Conditions. 

This clause explicitly prohibits the use of VPNs, proxies, or any other service designed to mask or manipulate the identification of a user's real location. 

Upholding this rule is a fundamental requirement of our licensing and regulatory framework, essential for ensuring platform integrity and compliance.

Consequently, the following actions have been taken, as permitted under Clauses 2.6 and 13.1 of our Terms and Conditions:

All winnings have been voided.

Your initial deposit(s) will be refunded to your original payment method(s).

Your account has been permanently closed.

This decision is final and is not subject to further appeal through our internal channels.

This concludes our correspondence on this matter.

Sincerely,

PlaceBet"

"Hi,

Send me a proof that I had VPN turned on when I have been playing at your site. I don't agree with it. I have been at home in Poland during that time. I didn't need to turn on VPN for any reson. The slot which I have been playing in is from Thunderkick provider which games are available to play for Polish players.

For last 2 weeks I have been abroad and I have flight tickets with my name and surname on them and shopping receips as a proof of that. During that time it is possible that I have been logging into my account but I haven't been playing in any game then.

If you don't send me this proof until 3 p.m. tomorrow I will post reviews and complaints with the same request on *** (username ***) and casino.guru (Mixer). 

I am looking forward to hearing from you.

Kind regards

Jakub ***"

After my e-mail I haven't received any response from them although I sent them another 3 e-mails with the same request.

Before that day when they confiscated my winnings and locked my account I have been waiting 17 days for a verification. This procedure has been very annoying and unprofessional because instead of asking me for all the required documents at once, every few days I have been asked for another ones. 

For the first time on October 24th I sent them 2 sides of my ID, selfie with my ID, bank statement and the screenshot of my Jeton wallet with my personal details. 

On 27.10 I was sure that there is no more to do in this matter because I got an e-mail from them that my documents have been approved and my account is fully verified but on the next day they have asked me for another selfie with my ID so I have done it. 

After another 2 days they have asked me for sending my passport and selfie with it or my driving licence and selfie with it so I have done it.

On 6.10 they sent me this e-mail.

"Dear Jakub,

Your profile, including both the documentation and activity sections, is currently under review due to some suspicious activity. We will inform you once the relevant department has reached a final decision regarding the review.

Thank you for your patience and understanding.

Best regards,

PlaceBet"

This is my response which I have sent them.

"Hello,

What kind of suspicious activity do you mean? I am 100% sure that I have been playing according to your terms all the time. Before I started playing I asked your consultant on the live chat about the games which I can play and max bet which I can place when I have an active bonus. Transcript of this chat is saved on my computer. 

What is wrong with my documents? 

I am waiting for comprehensive explanations. I wouldn't like to be forced to write complaints and bad reviews on ***(username ***), casino.guru (Mixer) and so on. I am a member of these gambling communities since many years and I have posted many complaints there already.

I am looking forward to hearing from you as soon as possible.

Kind regards

Jakub ***"

I would like to mention that in the period of 27.10 - 07.11 I have been abroad. If that would be necessary, as a proof of that, I can send you my flight tickets with my name and surname on it. Maybe during that time they have been thinking that I am using VPN because I have been logging into my account few times but I haven't been even playing then.

Another suspicious thing is why they have been asking me for more and more documents for a such long time as 17 days and after all they have accused me for using VPN.

It has been more e-mail correspondence beetwen us. I will provide you screenshots or anything what you ask me for.

Kind regards

Jakub

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlaceBet.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• Do I understand correctly that you don't usually use a VPN when playing from home?
• When did you achieve your win?
• Could you please share with me the email containing the accusations you received from the Casino in a format other than plain text? Forward it or take a screenshot of the email and send it to my email at tomas@casino.guru

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,

Tomas

Hi,

• I registered my account at Placebet.io Casino on 17.10.2025.

• Sometimes I use VPN in the casinos which are "VPN friendly". I do this in order to play in the slots from the providers which games are forbidden to play with a Polish IP. By the way at Placebet.io Casino I have been playing only in the slot which is from Thunderkick provider which games are allowed to play by Polish players so using VPN in this case wouldn't has helped me in anything

• I don't remember exactly when but I have met wagering requirements of received bonus and submitted a withdrawal around 24.10.2025

• I am pasting below the screenshot which you are asking me for. I can send you via e-mail screenshots with all my e-mail correspondence with Placebet.io Casino (or any particular one) if that could be helpful

Dear Customer,

We have already provided all the information that was requested from us. As mentioned, we use some of the most advanced verification software on the market. Even attempts to hide or alter your identity through external tools are detected automatically.

Regarding your comment about Thunderkick and that "it is not forbidden to play games from this provider in Poland," this only confirms the intention behind your actions. Additionally, your chat attempts to obtain internal information, search for loopholes, and identify gaps in our terms or systems speak for themselves.

As stated previously, our decision remains final. Your deposit has been refunded as a gesture of goodwill, as we aim to remain fair even toward customers who do not follow the rules they agreed to during registration.

With this, the matter is considered closed. From now on, we will communicate exclusively with Casino Guru regarding this case.

Kind regards,

PlaceBet Team

Intentions? I have just confirmed that Polish players are allowed to play Thunderkick slots so I wouldn't have had any advantage from using VPN at your site.

"Additionally, your chat attempts to obtain internal information, search for loopholes, and identify gaps in our terms or systems speak for themselves." Any examples? I really have no idea what you are writing about. Share with us what you are accusing me of.

Kind regards

Jakub

Dear Mixer

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, Kubo (jakub.m@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,

Tomas

Dear Mixer,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear PlaceBet.io Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for blocking the player's account and confiscating their winnings? We understand that the action is related to the use of a VPN; however, to ensure a fair and transparent resolution, we would appreciate clarification on what unfair advantage the player allegedly gained through this action and how it influenced the outcome.

Additionally, please clarify which specific terms or rules were breached and provide any supporting evidence or internal findings that led to this decision. A clear explanation will help us properly assess the situation and ensure that the resolution is fair to all parties involved.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Casino Guru,

We have already submitted a comprehensive report detailing the violations associated with the registration and use of this account.

The online gaming market is not new, and customers especially those active on platforms such as Casino Guru are well aware of what is permitted and what is not under standard industry rules.

Furthermore, we have already refunded this customer’s deposits as a gesture of goodwill from our side, despite the clear violations identified in our investigation.

We stand firmly by our actions, as they are based on established procedures and are aimed at maintaining a fair, secure, and responsible gaming environment for all players which are approved by the Regulator and the Casino Guru itself.

We kindly ask that you take our full statement and supporting evidence into proper consideration.

Official Account Closure & Refund Statement

After a full internal review, the player account belonging to Jakub has been permanently closed in accordance with our Terms & Conditions.

This decision is based on clear evidence of, irregular gameplay patterns, prohibited technical behavior, and suspicious of bonus abuse.

We are issuing this statement publicly to ensure transparency for all customers and to reinforce our commitment to fair play.

1. Summary of Findings

Our investigation identified three major categories of violations:

1.1 Suspicious Bonus-Related Behavior

The player’s support requests and actions demonstrated clear attempts to identify loopholes in the bonus system.

This included behavior commonly associated with advantage play, where users attempt to minimize risk while maximizing guaranteed outcomes from bonuses.

1.2 Exploitative Gameplay Patterns

All wagering activity was concentrated on a single extremely high-RTP with 99%, low-variance game that is widely restricted across the industry for bonus usage for DAYS almost a WEEK in the first session with the bonus funds!

Such activity is considered irregular play and is against our Bonus Terms, as it allows players to reduce natural gambling risk in an unintended way.

1.3 Prohibited Technical Behavior

The account displayed login patterns consistent with:

VPN/proxy usage

Masking or altering location

Accessing from inconsistent network environments

This behavior breaches our rules regarding location masking, account integrity, and security standards.

For security reasons, no technical or sensitive data (such as IP information or geographic details) is shared publicly.

2. Final Outcome

In accordance with our General Terms & Conditions and industry-standard AML/KYC and bonus-fairness policies:

The account has been permanently closed.

The winnings are voided.

The player’s original deposit (€333.33) has already been refunded to the original payment method.

This decision is final and fully compliant with regulatory requirements!

1. Use of VPN / Proxy (Location Masking)

Violated Terms:

2.6 – "You may not use a VPN, proxy, or similar services or devices that mask or manipulate the identification of your real location."

2.7 – Users must keep login details secure and not allow third-party access.

13.1 / 13.2 – Account termination allowed if user falsifies identity or breaches integrity rules.

 2. Account Integrity / Irregular Access Patterns

Violated Terms:

2.4 & 2.5 – Only one account per player; no account sharing or collusion.

2.7 – Responsibility for account access and preventing unauthorized usage.

13.1(e) – Allowing another person to access or use the account.

3. Bonus Abuse & Irregular/Exploitative Play – This is not the reason, but definitely there are signs!

Violated Terms:

11 – Bonus Abuse Policy:

"If we believe a Player is abusing or attempting to abuse a bonus… we may withdraw bonuses, withhold winnings, or terminate access."

13.1(f) – Must play only for personal entertainment; no exploitation or professional advantage play.

13.1(i) – Low-risk or bonus abuse strategies are prohibited (e.g., using games that remove intended wagering risk).

 4. Providing Misleading Information / Bad-Faith Use

Violated Terms:

2.6 – Must provide correct information and play honestly.

13.1(j) – Using the website in "bad faith."

Hi,

This previous post is ridiculous. Suspicious Bonus-Related Behavior? I have been asking only about the bonus terms - what is allowed and what is not allowed. Asking about the maximum bet, maximum cashout and prohibited games during play with an active bonus is "identifying loopholes in the bonus system"? What else have I been asking about?

Before I have started playing I have asked the agent via live chat about restricted slots during play with an active bonus and I got the answer that "the game will let you know if restriction regarding a bonus is active". In order to clarify it I asked "so when it is working that means that it is allowed to play?" and I got a confirmation. After they have started sending me suspicious e-mails I have taken screenshots of this conversation. I have pasted them below.

I have been playing in 1429 Uncharted Seas slot. Yes, it is high RTP slot but it hasn't been restricted to play with an active bonus. I am sorry but accusation of this casino is a joke.

"2. Account Integrity / Irregular Access Patterns

Violated Terms:

2.4 & 2.5 – Only one account per player; no account sharing or collusion.

2.7 – Responsibility for account access and preventing unauthorized usage.

13.1(e) – Allowing another person to access or use the account."

This casino has never accused me for having more than one account before. Seriously? What is going on here?

What is this? "4. Providing Misleading Information / Bad-Faith Use

Violated Terms:

2.6 – Must provide correct information and play honestly.

13.1(j) – Using the website in "bad faith."

Instead of proving that I have been using VPN during play, what has been casino's reason of winnings confiscation, suddenly they have started accusing me of other things which they have never even mentioned about. This is absurd.

Kind regards

Jakub

Dear PlaceBet.io Casino,

Thank you for your detailed explanation of the matter.

Unfortunately, from our perspective, your findings appear to be constructed to justify your actions rather than to demonstrate a genuine violation. Interpreting the player’s questions about the bonus mechanics as an attempt to exploit loopholes is entirely unreasonable. Reaching out to support to clarify how to use a bonus correctly should never be characterized as seeking ways to abuse it.

The mention of the player accessing a "restricted slot" is equally concerning. The player specifically asked whether any slots were restricted and was assured that the system would automatically prevent access to such games. If, as you claim, the game in question is widely restricted across the industry, it only reinforces the issue that your system allowed gameplay on it. Since your Bonus Terms do not mention any game restrictions whatsoever, it is unclear how you expected the player to know this. Should the player be expected to study industry standards before playing on your platform? When your support explicitly stated that restricted games are enforced automatically, it is unreasonable to claim a violation after the fact. Such a practice is unacceptable and cannot be justified.

Additionally, the player’s VPN usage provided no known unfair advantage, nor did it impact the gameplay in any meaningful way.

In light of these points, we firmly believe that the confiscation of the player’s winnings and closure of his account are not justified. We kindly request that you reconsider your decision and reinstate the player’s confiscated funds.

Thank you for your understanding. We look forward to your response.

Hi,

This is very disappointing experience. This situation has cost me a lot of stress and time over the last 2 months.

Placebet.io just update your bonus terms with the list of restricted slots because for now it looks like you look for any reason to not pay the players' money if they win something. People need to know what is allowed and what is not before start playing at a casino.

You have all of my documents (I dont't know if I shouldn't be worried about it now) so just pay out my winnings and improve your terms and conditions, otherwise none of conscious players will decide to play at your casino.

Kind regards

Jakub

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 PlaceBet.io Casino,

Thank you for your thorough review of the issue and for providing the details regarding it.

While I understand that certain security procedures and reviews were conducted with concerning outcomes, from our perspective the email and phone fraud indicators do not clearly justify the actions taken against the player.

However, you mentioned evidence of the creation of multiple accounts by this player, specifically matching device fingerprints across accounts. Could you please provide concrete evidence demonstrating this? You are welcome to send all supporting materials directly to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Hello,

I will reply to this previous casino post after Christmas. I don't agree with these shocking accusations. This "plot twist" just shocked me.

Regards

Jakub

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,

I have opened this e-mail address around 5 years ago. I have this T-Mobile phone number since around 15 years. They are my personal ones and I use them for many things like platforms as Amazon, not only for casinos. I am not sure if I got the point of this accusation and what is the problem.

What kind of fraudulent transactions have I done? When? Where? And what is the source of all of these informations? This looks very suspicious.

"3. Multi-Account Creation Evidence

Further investigation revealed the player created multiple accounts using the same IP addresses and True Device IDs, indicating deliberate attempts to circumvent controls and exploit multiple accounts."

What is it? Provide more details. And btw I have been changing my place of living 4 times during last 3 years so I even couldn't have the same IP for all of this time but I still don't understand what is the point of this accusation.

"4. Additional Legal Clarification Regarding Traffic Source and Fraudulent Intent

It must be explicitly noted that the customer did not register via any affiliate link. The account was created organically, with no affiliate involvement, incentive manipulation, or referral-based promotion. Any suggestion otherwise is unsupported by evidence."

I have registered using affiliate link - askgamblers.com/casino-bonuses/latest/placebet-io-casino-bonus-150percent-up-to-eur500-2025-10-28. But once again what is the point of this accusation? I totally don't understand it.

"IP address and device fingerprint correlation across multiple accounts"

I have never used fingerprint for authorisation of any of my devices, accounts and so on. This is another accusation which I can't even understand.

Every time when you can't prove anything what you accuse me of, you come up with some new ridiculous accusations.

Regards

Jakub

Hello,

The lack of response from the casino's representative is very disturbing. I hope that it will change.

Regards

Jakub

Dear Mixer,

Unfortunately, the casino has not provided any additional information regarding your case. Without their cooperation, there is very little we can do to move this matter forward. As a result, I will need to mark the complaint as unresolved in our system.

I understand that this is not the outcome you were hoping for, and I’m truly sorry that we couldn’t reach a more favorable resolution. Please know, however, that unresolved complaints negatively impact a casino’s rating, which can encourage them to change their approach. Should the casino decide to respond in the future, we will immediately reopen your complaint and notify you by email.

In the meantime, I recommend contacting the Tobique Gaming Commission (TGC) by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo