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Dear firestarter,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Good afternoon, thank you for paying attention to my complaint.

Only sports betting.

The casino did not request any verification from me.

I did not use any bonuses.

Thank you for your reply, firestarter. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.

We’ve reopened this complaint at the request of firestarter. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

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.

Hello firestarter,

This account showed clear evidence of VPN usage, which falls under Section 9 (Irregular Activity), point 3 of the AceBet Terms of Service. Once we noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user's Account with forfeiting of all Account balances without prior notification. In such cases, we reserve the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

Good afternoon. I am renting an apartment and I checked with the landlord whether his Wi-Fi router really has a built-in VPN — I wasn’t aware of that. But it’s understandable, because without a VPN the casino website, as well as many other sites, would not open — I checked.

I do not consider myself a rulebreaker. If the casino knew from the very beginning that I was using a VPN, they could have informed me or blocked access before the deposit, but they let me play at the casino, and as soon as I started winning, they blocked my account. I believe this is an unfair attitude toward their users.

I did not break the rules; this is my only account. The amount is significant for me, and I want to get my money back. I would like to resolve the issue amicably, without negative reviews on all platforms, requests to regulatory authorities, and all casino-related websites.

Hello firestarter,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear firestarter, thank you for your response.

Dear AceBet Casino Team,

Thank you for your response and clarification regarding the VPN usage.

To better assess this case fairly, could you please clarify the following points:

• Did the player’s VPN usage alter or conceal their real location in a way that violated your restricted jurisdictions policy?
• Did the player gain any unfair advantage through the VPN usage, such as access to games, promotions, or services that would otherwise not have been available to them?
• Did the player bypass any IP restrictions or geographical blocks implemented by the casino?

Additionally, if possible, could you please forward any relevant supporting evidence regarding the detected VPN activity to my email at attila.g@casino.guru?

Thank you in advance for your cooperation.

Best regards,

Attila

Following a thorough review conducted together with our sportsbook provider, it has been confirmed that your account engaged in value betting activity and took advantage of our sportsbook offerings in a manner that violates our Terms and Conditions.

The investigation identified betting patterns and activity consistent with value betting and advantage play strategies designed to exploit pricing inefficiencies and gain an unfair advantage over the sportsbook.

As outlined in our Terms and Conditions, this constitutes a breach of:

• Section 10.1(e) – prohibiting any form of cheating or collusion

• Section 17.2(p) – prohibiting the use of systems or strategies intended to gain an unfair advantage

• Section 17.4 – granting Acebet the right to withhold balances derived from such activity

For this reason, the decision regarding your account remains final.

We understand this may not be the outcome you were hoping for; however, all actions taken were carried out in accordance with our Terms and Conditions and after review by the relevant departments and provider.

Kind regards,

Acebet Support

The user has reached out multiple times regarding the ban. The violations have already been explained directly to the user, and the user has confirmed ownership of the Cases account.

Both violations are fully documented and were reviewed manually by our team together with the relevant provider. All investigations and enforcement actions are conducted by real compliance and risk specialists.

As the evidence confirms breaches of our Terms and Conditions, the ban remains valid and will not be overturned.

Kind regards,

Acebet Support

Dear AceBet Casino Team,

Thank you for your response and for clarifying the situation.

Dear firestarter,

After reviewing the presented information, it appears that the issue concerns sports betting only. Unfortunately, we must inform you that our Complaint Resolution Center focuses exclusively on online casino-related disputes (such as slot games, table games, and similar).

Cases involving sports betting require a different level of expertise, as they often involve specific rules, odds calculations, betting patterns, and risk management practices that fall outside of our scope of assessment. For this reason, we are not able to fairly or accurately evaluate situations related to sports betting.

Therefore, we regret to inform you that we are unable to continue assisting you in this matter, and this complaint will now be closed as rejected.

I’m sorry we couldn’t assist you further in this case. Thank you for your understanding.

Best regards,

Attila