WillBet Casino - Player's account has been closed.

I deposited 2000 USDT and received a 300 bonus. The 300 bonus was lost on live games, and my cash decreased to 1500 on live games. When I applied for a withdrawal, my account was locked. The casino has not provided any explanation, and support has not responded.

Hello 0202yu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WillBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is this your first deposit or withdrawal in the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account has been banned. It has been banned since the evening of the 29th.

The first deposit was made on the night of the 28th and has since been withdrawn, this is the second deposit and was made on the night of the 29th.

I received an email reply from the casino on the night of the 30th. They said that I was banned because they recognized me as an arbitrage player.

I have not done anything like that.

I think you're wrong.

Dear 0202yu,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick

Yes, that's possible. I've emailed you the screenshot. Thank you.

Thank you 0202yu for the communication provided. As it is yet unclear why did the casino block your account, your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 0202yu,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite WillBet Casino to join the conversation.

Dear WillBet 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 to me at michal.k@casino.guru

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 0202yu,

Just to give you a brief update. I have received some information from the casino team. Can you please confirm if any of your family or friends have an account at WillBet Casino? If so, have you playing or accessing your account from the same location, perhaps during a visit?

No, it's impossible that I was in the same place as someone else. I was playing on a mobile line, but I didn't use Wi-Fi. There is no fact that I was playing using multiple accounts. I lost the game, and I used a bonus, but I played according to the rules. As proof of that, I was able to withdraw money even with the bonus at first, so I don't understand why I can't withdraw my balance in the cash section.

Hello 0202yu,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 0202yu,

Despite granting an extended time period and my multiple urges, the WillBet Casino team could not provide sufficient evidence of the violation they have previously pointed out to us regarding your gameplay and in the end, they became unresponsive to my queries. Additionally, there has been no indication of a reassessment of their original decision, so unfortunately, there is nothing further that can be done in this instance. This situation does not align with the fair practices we advocate for in promoting a fair gambling environment for both players and casinos, so we had to close this complaint as unresolved. 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.

If you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. Although GCB does not handle disputes between players and gaming operators they have mentioned this in their Complaints section:

So it might still be worth a try. Please let me know if and how they responded at michal.k@casino.guru should you try this option.

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

Best regards,

Michal

Casino Guru