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.