Betsmith Casino - Pelaajan kotiutus on takavarikoitu.

Hello, yesterday, January 3, 2026, I made a deposit of 10 euros for a 100% bonus and 100 free spins. The bonus was lost, and from the free spins I earned about 20 euros. I turned over this amount on my balance of 640 euros, so I withdrew this amount to my bank account. Today, January 4, 2026, my withdrawal was canceled and a correction was made to the balance of 10 euros. When writing in Live chat, I received a response that I had broken the regulations in a given point, I have never had an account at this casino. I am asking for help, I am attaching scans.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Betsmith Casino, and this is what I found under Rule 12.1:

12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and/or IP address.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino and activated the same bonus as you?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• What devices have you used to register and log into your casino account?

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 have never used two accounts, nor have I used a VPN. Ksyno stated that I used the same bonus twice, which is completely untrue. I can still log in to the casino. I also wrote an email to their financial department, but I received this response from them. I am sending it as an attachment. If a user has two accounts or wants to use a given bonus, the system will simply catch it and will not allow duplicate accounts.

And the second thing is that since the casino stated that I used this bonus twice, I should not have received it a second time, which is very strange because every reputable casino does not allow such a situation. I think it is about my withdrawal, which is large.

Thank you for your response. Is there any chance that someone from your household or using the same IP address also created an account at this casino and activated the same bonus as you?

Hello, there's no way for someone to open an account from the same IP address because I live alone. Secondly, casinos with a good system immediately close accounts if they detect a duplicate. In my case, I can log in normally.

Could you please send me screenshots of your bonus history?

Hello, I am sending you the history of my deposit and if I receive a response from the casino, I will also send it

Here I am sending you the answer from the chat about my registration at the casino

Dear artur2186

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, Peter (peter.c@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

Thank you very much, I'm waiting for your reply

Hello there,

Thank you artur2186 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsmith Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you and I'm waiting for information

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.

Hello, I will wait for an answer, if they do not answer, where else can I file a complaint?

I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Hello, let's wait these 7 days, maybe he will contact me, if not then I will write there

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter