WillBet Casino - Pelaajan voitot on takavarikoitu.

hello good day This casino has not paid my winnings. They asked me for documents and I sent them. They approved my account but zeroed my account balance which was $322. I asked them the reason, and they answered me like this:

``System detection of abnormalities in your gaming activity. We adhere to play fairly, Any further violations may result in the permanent suspension of your account. Thank you for understanding.

Please help me so that my rights are not violated.

Dear Kami,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the casino, especially regarding the removal of your winnings after your account verification.

To help us better understand your case and advocate on your behalf, could you please provide more information about the situation? Specifically:

• Were you playing with or without an active bonus during the session where you accumulated the $322 balance?
• Could you let us know what type of games you were playing when you earned the winnings (e.g., slots, live games, sports betting)?
• Have you had any previous issues or warnings from the casino regarding your account activity?
• Did the casino provide any specific details or evidence about what they meant by "abnormalities in your gaming activity"?

If you have any relevant communication with the casino (e.g., emails, chat logs, or screenshots of their responses), could you forward it to petronela.k@casino.guru? This will help us understand their justification and build a stronger case.

Your cooperation is vital for us to investigate this issue thoroughly and ensure your rights as a player are upheld. The more details and documentation you share, the better positioned we’ll be to challenge the casino’s decision and work toward a fair resolution.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

hello

good day

I got all my winnings from my own deposit and I didn't use any bonuses. They never gave me a warning or a message about the breach.

I won a sports bet.

Pictures related to the conversation with live support are sent.

Hi Kami,

Thank you for your response and for sending the screenshots of your conversation with live support. I appreciate the details you've provided.

• Just to clarify—did you also play any casino games (e.g., slots, table games, live dealer) besides sports betting? Since Casino Guru does not handle sports betting disputes, we would only be able to assist you if the issue is related to casino gameplay.

Please let me know so we can determine the best way forward.

Hello

Part of my winnings are from playing blackjack.

Hi Kami,

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be happy to assist you further. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won’t be able to assist, as we do not have a department handling such issues.

Dear Kami,

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.

Since WillBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

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 Kami,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo

Dear Kami,

We’ve reopened this complaint at the request of WillBet Casino, as we’d like to give this case one more opportunity to be resolved and to help both parties reach a satisfactory outcome.

Please find below the message we received from the casino:

Hi Kami,

Thank you for reaching out. First of all, we sincerely apologize for the delayed response and appreciate your patience. 

It appears that the website you are visiting is different from our official site. To ensure a safe and smooth experience, please make sure you are accessing WillBet through the correct link:

🔗 https://www.willbet.ai/

If you have any questions or need further assistance, feel free to contact us.

Best regards,

WillBet Support Team

We understand that this complaint was originally submitted six months ago, but if you happen to recall which exact website (domain) you were using to access the casino at the time, it would be very helpful. Additionally, if you still have any email correspondence from the casino - such as a welcome email, bonus offer, or any other message - where the sender’s domain is clearly visible, please feel free to share it with us. This information may assist in identifying what might have occurred in this case.

Thank you for your cooperation.

Best regards,

Kubo

Dear Kami,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru