Konibet Casino - Pelaajan voitot takavarikoidaan.

On December 23rd, around 10 PM, I placed a $100 bet on the banker in Evolution Live Casino Baccarat A and won.

My balance became 200, and I requested a withdrawal of only 100.

Then, I received an email with the following message:

"Based on our investigation, we have identified fraudulent activities associated with your account.

This activity violates the fairness of the game, and unfortunately, your account will be frozen.

We have approved a refund of your $100 deposit as an exception."

As a result, I've only received 100.

They accused me of fraud, causing a $100 unpaid amount.

I demanded the payment via email, but I received a negative response.

Could you please help me recover the missing $100?

12/23 22時頃、エボリューションライブカジノバカラＡでバンカーに＄100賭けて勝ちました。

残高が200となり、100のみ出金申請しました。

そうしたら、メールで下記に案内が届きました。

「当社の調査により、ご利用のアカウントで不正行為が発見されたことをお知らせいたします。

この行為はゲームの公平性に反するものであり、残念ながらアカウント凍結となります。

また、ご入金いただいた$100については、特例として返金を承認しました。」

との事で100しか受け取れていません。

不正と難癖を付け、100未払いです、

メールで支払いを要求しましたが、ダメとの返事です。

お手数ですが、不足分の＄100の回収に協力お願いします

Dear sai1331,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you've faced with your withdrawal.

To better understand your situation and assist you further, could you kindly provide the following information:

• Could you clarify if the casino provided any specific details regarding the fraudulent activity they mentioned, such as what led them to believe there was fraudulent behavior?
• Did the casino provide you with any evidence or documentation regarding their investigation?
• Have you received any communication from the casino after your initial demand for the missing $100?
• Could you please share the full email exchange with the casino regarding this matter, including their response to your request for the remaining balance?

Please forward any relevant communication or documentation to petronela.k@casino.guru, as this will help us mediate the issue more effectively.

Your cooperation is crucial for us to proceed with your complaint and try to resolve this issue. Without your input, we may not be able to take the necessary steps to assist you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Thank you for your assistance.

It just said that it was fraudulent activity, but no specific details were stated or pointed out.

About fraud

In the first place, it is impossible for users to identify fraud or winnings in Evolution Live Baccarat.

After a reminder for unpaid 100 yen, the only response I received was the following:

Regarding this matter, the relevant department has refunded the $100 you paid as an exception.

Any unclaimed rebate bonuses and winnings on that deposit will be forfeited.

thank you

お世話になります。

不正行為とだけで具体的な内容は記載、または指摘されていません。

不正について

そもそもエボリューションライブ、バカラで、ユーザー側から不正、または当たりを特定する事は不可能です。

100未払い催促後の、回答は下記のみです

この件に関して、関連部門より特例として、ご入金いただいた$100を返金させていただきましたが、

未獲得のリベートボーナスおよび当該入金額で得た勝利金について、没収されることとなります。

よろしくお願いします

Hi sai1331,

To help us better understand the circumstances and assist you effectively, could you kindly provide some additional details about your gameplay?

• Can you describe the strategy you used while playing Baccarat on December 23rd?
• How many bets did you place during that session, and what were the amounts?
• Was this your first session with the casino, or had you played before?
• Did you encounter any unusual behavior or issues during the game that you think could be relevant to the situation?
• Could you provide any further communication or details you received from the casino regarding the alleged fraud?

Your answers will help us evaluate the situation and assist you in addressing the issue.

Thank you in advance, and I look forward to your reply.

Thank you for your assistance.

I think this bet was a winning bet with $100 Banker.

I think I played once that day. (I can't log in, so I'm not sure exactly) But it's possible that I bet $50 and lost. I might have bet $100 after that.

There are hundreds of baccarat games at this casino.

There is no particular strategy, but we occasionally play doubling games for the above purposes.

Thank you very much.

お世話になります。

この賭けは、＄100　バンカーで当たりだったと思います。

この日の遊戯は1回だと思います。（ログインできないため、正確には不明です）が可能性としては＄50賭けてはずれ。その後＄100賭けているかもしれません。

このカジノでのバカラゲーム回数は数百は有ります

特に戦略は有りませんが、上記用に倍々ゲームはたまに行います

よろしくお願いいたします。

Hi sai1331,

I’m sorry for the delayed response to your complaint.

• If I understand correctly, you mentioned playing a $100 Banker bet, and possibly a $50 bet before that. Could you confirm if you only played one or two games that day, or if there were other games involved?

Additionally, I still need some clarification on a few points from my previous message:

• Was this your first session with the casino, or had you played before?
• Did you encounter any unusual behavior or issues during the game that could be relevant to your situation?
• Could you provide any further communication or details you received from the casino regarding the alleged fraud?

Your cooperation is crucial for us to move forward with your case and work toward a resolution.

Thank you in advance for your reply.

Thank you for your assistance.

I can't log in so I can't check the history.

I remember making only one bet of $100 that day.

お世話になります。

ログインできないので、履歴は確認できませんが

その日は＄100の賭けを１回のみ、だと記憶しています

Hi sai1331,

Thank you for your reply and for providing more information.

I understand that you're unable to check your game history due to login issues. However, I still need some additional details to proceed effectively with your case:

• Was this your first session with the casino, or had you played there previously?
• Did you encounter any unusual behavior or issues during the game that could be relevant to your situation?
• Could you provide any further communication or details you received from the casino regarding the alleged fraud?

Your answers to these questions are important in helping us address your complaint and work toward a resolution.

I look forward to your response and appreciate your cooperation.

Thank you for your help

Is this your first time playing at the casino or have you played before?

I've played before

Have you noticed any unusual behavior or issues during gaming that could be related to your situation?

- No, there are no abnormalities, including winnings.

Can you provide any further communication or details you received from the casino regarding the alleged scam?

No, there will be no further contact.

お世話になります

今回がカジノでの初めてのプレイですか、それとも以前にもプレイしたことがありますか?

・以前にも遊んでいます

ゲーム中に、あなたの状況に関係する可能性のある異常な動作や問題が発生しましたか?

・いいえ、勝利金配当を含め異常ありません。

詐欺の疑いに関してカジノから受け取ったさらなる連絡や詳細を教えていただけますか?

・いいえ、追加連絡はありません

Thank you very much, sai1331, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, sai1331,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Konibet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/frozen and disputed winnings confiscated? Can you also clarify if the disputed amount of 100 is in USD or JPY?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear sai1331,

I was in contact with the casino representative outside the thread, and I was informed they decided not to block your account, that they did not forfeit your winnings, and that they allegedly let you withdraw your funds.

Can you please provide me with an update and confirm the above-stated?

Is it possible that besides the deposit refund you already received, they restored your account with the remaining balance and/or let you use it or withdraw it?

Thank you.

Thank you for your support.

At this time (14:00 Japan time), the account is still frozen and I cannot log in.

サポートありがとうございます。

現時点（日本時間、午後１４時）では、まだ、アカウントは凍結されていて、ログインできません。

P.S.:

I asked the chat to help me log in,

I can't even unfreeze it.

Also, the crucial $100 shortfall has already been paid, so I will not pay any more than that.

In other words, I cannot get my balance (the $100 I deposited) back.

We're not on the same page, but is it possible to get the $100 back?

What if I have no choice but to give up?

追伸：です。

ログインできるようにする為、チャットに相談しましたが、

凍結の解除、も出来ません。

また、肝心の＄１００不足分も、勝利金１００は支払い済み、それ以上は払わない。

つまり、私の残高（入金分の＄１００）は返して貰えません。

話が行違っていますが、＄１００は回収可能でしょうか

もしは、諦めるしかありませんか

Dear sai1331,

So, if I understand it correctly, you deposited $100, achieved a $200 balance after a win, and you already received $100 back to your payment method, while your account with the rest ($100) remains blocked, right? If that is correct, there is $100 in your account that you would like to withdraw.

The casino representative claimed that they did not confiscate anything and that they decided to let you withdraw your funds.

Is there please any progress or update regarding your blocked account? Did you manage to access it in the meantime?

I wrote to the casino representative again, and currently, I am waiting for his response. I hope he will help us to resolve the matter.

Once I have any relevant information, I will inform you here.

Thank you for your continued support.

First of all, my account is still frozen and I can't log in.

>>So if I understand correctly, you deposited $100, achieved a balance of $200 after a win, and already received $100 in your payment method, while the remaining $100 in your account remains blocked? If that's correct, then you have $100 in your account that you want to withdraw.

This is the street.

However, the casino's response via chat was that they had paid $100 (the deposit), but they could not pay the remaining $100 in winnings (it would be confiscated).

The response from Konibet to GURU Casino and the response to me are completely different.

Thank you very much.

お世話になっております。

・先ず、現時点でもアカウントが凍結されていてログインできません。

＞＞つまり、私が正しく理解しているのであれば、あなたは 100 ドルを入金し、勝利後に 200 ドルの残高を達成し、すでに支払い方法で 100 ドルを受け取っている一方で、残りの 100 ドルのアカウントはブロックされたままということですね? それが正しければ、あなたのアカウントには引き出したい 100 ドルがあることになります。

この通りです。

ですが、カジノのチャットでの返答は、100ドルは支払った（入金分）、残りの勝利金100ドルは支払えない（没収する）とのことです。

コニベットさんからの返答はGURUカジノ様への内容と、私への返答内容が全く相違します。

よろしくお願いいたします。

Thank you for the update and confirmation, sai1331.

As I mentioned, I contacted the casino representative again, and I am waiting for his response. Therefore, to keep track of the complaints processing time, I am setting up the timer for the casino, and will be back with news as soon as I have anything relevant.

For some unknown reason, the casino is not interested in replying directly in the thread.

Thank you for your patience and understanding.

Dear sai1331,

I received some information from the casino representative, however, I requested further details to review the matter sufficiently.

In the meantime, can you please forward the communication between you and the casino customer support regarding a refund you mentioned to my email (branislav.b@casino.guru)?

I would highly appreciate it if you could forward the live chat transcripts or screenshots of the communication with the casino's link and other important details (the discussed casino account, date/times) visible in the screenshots.

If you do not have evidence of such a communication, please contact them again regarding the same, and record it so you can forward it to my email. However, since you copied and pasted it here from somewhere earlier, I think you should have it, and therefore, it should not be a problem to send everything to my email.

Thank you. Looking forward to hearing from you.

Thank you for the additional information, sai1331, and I am sorry for the delay.

Although I received some details from the casino representative, there is still ongoing communication, and currently, I am waiting for the further requested information/evidence. Therefore, I am setting the timer again for the casino.

Once I have anything relevant, I will inform you about it.

Thank you for your patience and understanding.

Dear sai1331,

After gathering all the necessary information and details from the casino representative, we are closing this complaint as unjustified due to breaching the casino's terms and conditions regarding fraudulent activity and possibly AML - there are reasonable grounds to believe you engaged in fraudulent activity which was confirmed by the game provider on several occasions.

The casino acted in accordance with the terms and conditions you accepted upon registration.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside the thread, thanks to the Konibet Casino Team, for providing information and for its cooperation.

Best regards,

Branislav, Casino.Guru