AceBet Casino - Pelaajan tili on suljettu ja varat takavarikoitu.

Hello. I registered at the casino and made a deposit of 300 USD. I didn’t play for long, just one day. There was 470 USD in the account and I wanted to withdraw them. After that, my account was blocked. I asked in the chat why and how I can withdraw the funds. The operator said that the account was blocked forever and access to the funds is not possible. When asked how I can return my deposit of 300 USD, they simply remain silent and block my access to the chat. I have encountered such problems at other casinos, but I can always return my deposit. And so it turns out to be some kind of fraud. Since the casino does not contact me and does not provide any explanations, I ask you to intervene and help me at least return my deposit.

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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 at this casino? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Did you pass the full KYC verification at this casino, or at least submit any identity documents for your account verification before the casino closed your account?
• Could you please forward me the email you received from the casino explaining the reason why your account was permanently closed? My email address is veronika.f@casino.guru.

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

Hello. I practically did not play. I played a little in the casino and made a few bets. But I do not remember what I played and what I bet on. Access to the account is blocked. I did not take any bonuses, made a deposit of 300 USD and won 170, at the time of blocking the account it was 470 USD. I did not go through verification, because the casino did not require verification. But, of course, I was ready and now I am ready to go through verification and provide any documents. I will send you the correspondence with them by mail. I would be happy to at least return the 300 USD that I replenished the account with.

• Did you receive any emails from the casino informing you of the reason why your account was blocked? If not, have you contacted the casino via email to ask for the specific reason for the account closure and what will happen to the funds remaining in your account?
• If you have not contacted them yet, please do so via email and ask them to clarify the reason for the account closure and the status of your remaining funds. Once you receive their response, kindly forward it to me at veronika.f@casino.guru.
• Also, when you try to access your casino account, do you see any notifications or pop-ups explaining why you are unable to log in?
• Am I correct in understanding that, before your account was closed, you had not yet wagered your deposited funds even once?

Dear toniuana,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. The casino is not contacting me. I only have the deposit confirmation, the chat conversation I sent you earlier, and a brief explanation of why I am blocked when I want to log in to my account, but there is no clarity about the reason. I sent you all the screenshots and photos that I have by email.

Dear toniuana

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 toniuana,

I'm Michal, and I have taken over your complaint. 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 like to invite AceBet Casino to join the conversation.

Dear AceBet Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, we would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

We would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

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.