Telbet Casino - Player's account has been closed and funds confiscated.

Hello, dear CasinoGuru

My account at Telbet was suddenly closed, and my remaining balance of $121 was confiscated. I received an email from Telbet Support saying that I was "off-boarded due to a confirmed breach of Terms and Conditions," but they never explained what rule was supposedly violated.

I want to emphasize that:

I never accepted any bonuses or promotions on my account.

I was playing slots, live casino and sports betting with my own deposited funds.

The entire $121 balance represents my personal deposits, not bonus money or winnings from bonuses.

Telbet simply closed my account and refused to refund my deposits, which feels like a clear case of unjustified confiscation of player funds.

I kindly ask CasinoGuru to assist me in recovering my money and to request Telbet to provide proof of any alleged breach, as I am confident I have followed all the rules.

Thank you very much for your assistance.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

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.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Could you please forward me the communication between you and the casino customer support regarding the closure of your account and confiscation of your balance at veronika.f@casino.guru?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Документы все которые они у меня просили я им отправил. Они затягивали специально верификацию и запрашивали даже дополнительные документы. Я им сразу же все отправлял! Скриншот письма которое я получил от них на почту я вам отправил.

Dear yatsik13

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 yatsik13,

It's Michal once more. I've taken charge of this case. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would also like to invite Telbet Casino to participate in this discussion and share their perspective.

Dear Telbet Casino,

I respectfully request clarification regarding the reasons that led to the decision to confiscate the player’s winnings and terminate their account.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

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 yatsik13,

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 might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru