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This was my first experience with this casino, which resulted in my account being banned and my withdrawal withheld based on an alleged fraud determination.

The casino’s responses have been generic and non-transparent, stating only that the decision was made by their security system and is final. At no point was I provided with evidence, specific gameplay details, or a reference to the exact Terms and Conditions clause I allegedly violated.

I have repeatedly requested clarification regarding the basis of this decision, including whether a manual review was conducted. These requests were not addressed.

For clarity:

• This was my first casino account

• No VPNs, multiple accounts, bots, or third-party tools were used

• All gameplay was conducted in good faith

• KYC documentation was fully submitted

Despite this, my funds remain withheld without a clear or verifiable justification.

The primary concern is the casino’s lack of transparency and due process. Alleging fraud without identifying the violated rule or providing substantiation is inconsistent with fair and responsible gambling standards.

I respectfully request a clear reference to the specific clause allegedly breached and a fair resolution, including the release of legitimately obtained funds if no violation is demonstrated.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the allegations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thank you for your response and for reviewing my case.

Please find my answers below:

How long I was a player / when the account was blocked:

I was a player for a very short period of time. This was my first experience with this casino, and my account was blocked shortly after I started playing and requested a withdrawal.

Games played:

I accumulated my balance by playing slots, mainly Gates of Olympus, The Dog House, Sweet Bonanza and several Hacksaw Gaming slots. All gameplay was standard and conducted normally.

Bonus:

I used a bonus but did not accumulate any winnings from it and eventually lost it all, after which I continued playing with my real balance.

Communication with the casino:

The casino merely stated that my account was flagged by their security system, without identifying any specific rule or fraud policy allegedly violated. No evidence, justification, or detailed explanation was provided.

I opened a support ticket regarding this matter, and more than 72 hours have passed without any response. As requested, I will send the available screenshots to your email.

Thanks for the explanation and information provided via email.

• Do I understand correctly that after your bonus money was lost, you deposited again, but this time without activating any bonus?
• Have you played the same games with a real money deposit as previously with the bonus funds?
• Could you please specify how much you deposited in the casino?

Looking forward to your reply.

Exactly

I have played big bass and gates with bonus and after without bonus only those games I played with bonus and real money

I used to deposit 100$

Dear highcontext,

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello there,

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

I would now like to ask MyBet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Dear highcontext, The casino representative has contacted me outside of the thread and provided me with information regarding your case. Based on the information and evidence provided by the casino, you have not passed your account's verification process. Please note that it is an industry standard and a fundamental requirement of the casino’s terms and conditions that each individual may operate only one account, registered and used solely in their own name.

The circumstances identified in your case raise significant concerns regarding the validity of your account and indicate a potential breach of this policy. As a result, and after careful consideration of the available evidence, we have to reject your complaint.

We appreciate your understanding in this matter.

Kind regards,

Peter