What is considered as a sports betting related issue? Also responsible gambling related questions

Hello,

I have some questions, so I can understand my options better.

1, What is considered as a sports betting related issue? Theoritically if you deposited 100 USD, you lost 20 USD in sports betting, and 80 USD in casino games, and you would like to dispute the 100 USD for some reason, would that make it sports betting related?

2, Why are these cases no handled when so many casinos here have a betting side too?

Also I have a specific case regarding a casino, shortly: The casino violated the terms of service many times, through which violations I lost my balance, they took some responsibility and told me that they'll compensate me for those losses. We agreed that the compensation shall take place when my account is allowed for withdrawals, because it was limited for over a month at that time, because they didn't provide proper verification services. I specifically stated to them that I have issues playing with a balance when it's not available for withdrawal as it loses it's value to me.

What they did was giving it to me with a wagering requirement, unclear/contradicting rules (it'll be credited in 4 segments, and a segment will be available once wagered) while my account was still locked for verification, even though I provided everything they asked for.

So basically they did everything against the agreement, put me in the position I implied many times that I didn't want to be, and pursued me to play the balance before the circumstances were right for me to handle it responsibly and have the option to withdraw the balance once wagered.

Once again, this was a balance that should've been mine in the first place, without wagering, without withdrawal limitations etc. if not for their ToS violations.

What they did is I believe not fair, did not happen according to the responsible gambling guidelines, and basically made it impossible for me to gambling block myself if I wanted to get my balance, as it had to be played to make it available for withdrawal.

Is it a case for a complaint?

Can played off balances be disputed? Or at least in specific cases?

Hello,

Thank you for your message and the detailed explanation of your situation.

The most important part:

Even if the balance has already been lost, you can still submit a complaint so our team can review the situation.

I can’t say in advance how they’ll assess it, since this appears to be a rather complex case with multiple overlapping issues. But if there’s a possibility that the casino acted unfairly or in conflict with responsible gambling standards, it’s definitely worth letting our specialists take a closer look.

If you decide to proceed, please include as much detail and documentation as possible to help with the evaluation.

1–2: Difference between casino and sports betting in our system

I understand that players often see sports betting and casino games as part of the same experience, especially when it's the same account and same deposit. However, from our perspective, there's an important difference between the two.

Sports betting and casino games follow completely different rules, mechanics, and risk models. Because of that, we are not able to fairly and reliably assess complaints related to sports betting. Our ability to help depends heavily on our understanding of the game mechanics and related terms and conditions. That’s why we focus solely on the casino part of the gameplay.

This is also why our Casino Safety Index only reflects the casino’s safety and fairness standards. It doesn’t evaluate the quality or practices of the sportsbook, even if both are operated under the same brand.

Please let me know if you are up for the complaint.