Betory Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

I accumulated my balance through normal gameplay and submitted a withdrawal request. However, while my withdrawal was still pending, my account was suddenly closed.

The casino informed me that my withdrawal had been reviewed under Clause 4.21 of their Terms and Conditions and that they had decided to permanently close my account and confiscate my winnings.

I contacted the casino and asked them to explain what specific rule I had violated and why such a serious action had been taken.

Unfortunately, their response was extremely vague. They only stated that, after reviewing my account information, transaction records, gameplay data, and other internal indicators, they concluded that my activity did not comply with their fair play and anti-fraud policies. However, they refused to provide any further explanation, claiming that they could not disclose details for security reasons.

As a result, I still do not know:

What specific Terms and Conditions I allegedly violated.

Whether I am being accused of fraud, collusion, multi-accounting, bonus abuse, or any other specific violation.

What conduct on my account led to this decision.

Why confiscating my winnings is justified under their Terms and Conditions.

I fully understand that casinos should not disclose confidential fraud detection methods. However, I do not believe this relieves them of the obligation to explain the contractual basis for confiscating a player's winnings.

At the moment, the casino has provided only a general statement that "internal indicators" detected suspicious activity, without identifying the alleged violation itself.

I would greatly appreciate Casino Guru's assistance in asking the casino to clarify the exact reason for closing my account and confiscating my winnings, and to explain how my actions specifically violated their Terms and Conditions.

Thank you very much for your time and assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Dear Attila,

Thank you very much for your response.

To answer your questions:

I played slots and crash games. Throughout my gameplay, I only played games that were permitted under the casino's Terms and Conditions, and I always complied with the applicable betting limits and game restrictions.

No. I was never asked to complete KYC verification before or after submitting my withdrawal request. There was also no verification section or KYC page available in my account where I could voluntarily complete the verification process.

Yes, I had claimed the third deposit bonus. However, I only played and withdrew using my real money balance. The bonus balance was never used, and I did not use any bonus funds to accumulate the winnings that were later confiscated.

Despite this, the casino permanently closed my account during the withdrawal process and confiscated my winnings without identifying any specific violation of their Terms and Conditions. They have only referred to general anti-fraud policies and unspecified "internal indicators" while refusing to explain what I allegedly did wrong.

Thank you for your assistance, and I look forward to your response.

Thank you for your reply. 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.

Additionally, is there any possibility that you have opened multiple accounts at Betory Casino?

Thank you for your patience and cooperation.

Dear Attila,

Thank you for your reply.

I will forward the relevant email communication with Betory Casino to the email address you provided.

Regarding your question about multiple accounts, no, I have never opened or used multiple accounts at Betory Casino. To the best of my knowledge, I have only ever had one account with this casino.

The casino has also never told me that multiple accounts were the reason for the closure. In fact, despite my direct request for clarification, they have not identified any specific prohibited conduct at all. They have only referred generally to their fair play and anti-fraud policies, Clause 4.21, and unspecified "internal indicators."

Therefore, if the casino believes that I operated multiple accounts or committed some other specific violation, I would like them to state this clearly and provide the relevant evidence to Casino Guru for review.

I will send you the communication I have received from the casino so that you can review their explanation directly.

Thank you for your continued assistance.

Hello,

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

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, Martina (martina.b@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,

Attila

Dear chori331,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betory Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello!

We have provided the relevant evidence directly to your email, Martina. Thank you for giving us the opportunity to provide the supporting materials. Please kindly check your inbox and review the evidence provided.

We would also like to clarify that we never restrict or close players’ accounts without a valid reason. Such actions are taken when a violation of our Terms & Conditions is identified, as in this case.

Dear chori331,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

I’m sorry we couldn’t assist you further in this case.