Sportsbet.io Casino - Pelaajan tili suljetaan ja talletus takavarikoidaan.

I have create an account on sportsbet.io almost 8 months ago. 

After create my account I deposited 1500$ and then I try to place a bet but failed as they closed my account with my deposit fund. 

I try to contact them but they not back my deposit fund and stop communication with me. They need to back my deposit fund.

Please help me.

Dear ridwanurrahmandipu,

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.

• Do I understand correctly that you haven't placed any successful bets?
• Did you pass the verification before you lost access to the account?
• Did you activate any bonuses on top of your deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

*I didn’t place any bets on my account. I created my account, and after two months, I made a deposit and tried to place a bet, but it failed as it showed that my account is suspended.

*Yes, I fully verified my account before depositing, but after the deposit, they requested verification again and rejected the same ID that was previously accepted.

*No, I never activated any bonuses on my account.

It’s already 5 days gone. But I don’t get any response as of yet.

Thank you very much for your reply, ridwanurrahmandipu. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello ridwanurrahmandipu,

Thank you for completing the verification process.

Unfortunately, your account verification was unsuccessful due to the following reason:

We have acquired evidence that you are acting in breach of our terms and conditions.

Under rule 19.1.

19.1. Without restricting our ability to rely on other remedies that may be available to us, we may suspend and/or terminate your account, cancel any outstanding bets and/or confiscate any or all funds in your account at our absolute discretion if: 

(i) we suspect that you are engaging in money laundering, illegal or other fraudulent activity while using our Website; or

(ii) we suspect that you are depositing funds which have been obtained unlawfully or in a clearly and seriously debase manner; or

(iii) we obtain evidence that you are part of a betting syndicate where several parties are involved in placing bets in order to evade the Sportsbook Rules, these Terms and Conditions or any other rules of Sportsbet.io; or

(iv) we determine that you are using any device, robot, spider, software, routine or other method (or anything in the nature of the foregoing) to interfere or attempt to interfere with the normal proper functioning of our services, any relevant device(s), software, the Website, the casino games, the sportsbook and betting information or any transactions offered on the Website and in particular will not employ or make use of any artificial intelligence or other system (including machines, computers, software or any other automated systems) designed specifically to defeat the Sportsbet.io systems; or

(v) we determine that you are colluding or attempt to collude with other players in order to defraud Sportsbet.io or its customers; or

(vi) we determine that you are breaching any term of these Terms and Conditions; 

(vii) we determine that you are acting in a manner that is detrimental to the conduct of our business; or

(viii) we determine that you are using Sportsbet.io in a manner that gives you an unfair advantage, for example basing bets on insight or professional knowledge about a sport gained via personal involvement or participation in the particular field of sport; or

(ix) we suspect that you have registered, manage or direct your betting activity on multiple user accounts in an attempt to hide your betting activity or bypass our set trading limits; or

(x) we suspect that your account is being used for the benefit of a third party; or

(xi) we obtain evidence that by registering new accounts you have violated Sportsbet.io direct order not to continue your betting activity on our site. Sportsbet.io has the right to confiscate any deposits on accounts registered by users previously found in violation or disregard of previous warnings of the above terms and conditions.

Your account will remain closed and there will be no further correspondence regarding this matter.

If you attempt to open any new accounts, any deposits you send to Sportsbet.io in the future will not be returned.

If you have any other questions, feel free to contact us again.

They send this email and not given me back my deposit fund.

And now they are not response of my any email.

Thank you very much, ridwanurrahmandipu, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear ridwanurrahmandipu,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Sportsbet.io Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Sportsbet.io Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

Sportsbet.io user ridwanurrahmandipu contacted us via email on 30/06/2024 at 18:50 GMT regarding their inability to play and withdraw. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user ridwanurrahmandipu was using multiple accounts to bypass our trading limits, which is against our Terms and Conditions rule 19.1 as the player shared above. 

The final decision by our Player Safety and Assurance Team was to close the account permanently with no return of funds. The user was informed about this via email on 04/07/2024 at 07:22 GMT, and no further correspondence has been held.

We shall provide additional information to Casino Guru privately showcasing our investigation results and relevant evidence to our decision.

If you have any further questions, feel free to ask us. 

Kind Regards,

Sportsbet.io Team

No, I didn’t create any multiple accounts. Actually, my two friends used my device to log into their accounts to bet, which may have led to the suspicion of multiple accounts. However, I had no intention of creating any multiple accounts.

Furthermore, I have not made any winnings on my account. All of my balance is from my deposit of $1498.

Mainly, after I deposited, I never placed any bets on my account. As soon as I deposited, my account was suspended and required verification, but my account had already been fully verified before.

If they closed my account, then why did they take my deposit funds? They must return my deposit funds. Please help me.

Dear Sportsbet.io Casino,

Thank you for the clarification. As you mentioned, please provide all relevant information and evidence to my email address at jakub.m@casino.guru.

I appreciate your cooperation.

Multiple accounts were found due to my friend using my device. However, I have no complaint about the account closure, but they need to return my deposit funds. I don't need any winnings, I just want them to return my deposit funds.

Dear CasinoGuru Team,

We have replied with the requested information via email.

Many thanks.

Kind Regards

Sportsbet.io Team

Dear ridwanurrahmandipu,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo