The player from Brazil had deposited and won a significant amount at Sportsbet. After requesting a BTC withdrawal, he found that his request had been canceled and he was asked to send documents repeatedly. Despite complying, his verification was unsuccessful, and he sought account reactivation and access to his funds. The complaint was rejected as unjustified due to the player breaching terms and conditions regarding double spend. Evidence also supported concerns about the player's gambling problem. The casino was found to have acted correctly within its terms and conditions.
Sportsbet.io Casino - Player's withdrawal was canceled and account verification failed.
Amount: 1,000 R$
Sportsbet.io Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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5 months ago
Translation
I have always placed bets in online casinos using BTC and Pix. Recently, I was researching new casinos with good recommendations and found Sportsbet. I made a deposit on the platform and started betting. Eventually, I won a significant amount compared to my initial deposit. Everything was fine until then. After placing a few more bets, I went to the gym. When I returned from my workout, I continued betting and had success in almost all my choices. I then decided to withdraw my winnings since I had made quite a bit of money. I entered my BTC wallet and requested a withdrawal for part of my winnings.
I received an email stating that my withdrawal was processed successfully. However, when I checked my BTC wallet, there was no amount deposited. I logged back into the casino site, and my balance had returned to the casino; the withdrawal had been canceled. That's when the headache began. They asked me to send my documents, which I quickly did through my Sportsbet account. Then they requested my documents again, which I promptly sent. After a few more email exchanges, they responded today, saying that my verification was unsuccessful, even though I sent all the requested documents. I would like my account to be reactivated so I can continue betting on the platform and use my funds.
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5 months ago
Dear pedrasvc,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what documents you provided? Has the casino explained why your verification failed? Kindly forward me the email you received after your account was blocked. My email address is veronika.l@casino.guru. Include all the other evidence that could be relevant to the investigation as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
yes, they asked me for a photo of my documents and a selfie, I sent it twice the next day and replied with this email
Hello Pedrasvc,
Thank you for completing the online identity verification.
Please be aware that your account is currently undergoing a security review as it has been identified by our security systems as being connected to multiple accounts. As this is strictly prohibited by our Terms and Conditions (paragraphs 3.5 and 3.6), we would like to give you the opportunity to explain these connections.
Please let us know if you have opened or used any other Sportsbet.io account. If so, please provide the username(s) for that account(s).
Thank you for your time and understanding regarding this matter and we look forward to hearing from you.
Right after
Hello, Pedrasvc
Thank you for completing the verification process.
Unfortunately, your account verification was unsuccessful. We have evidence that you are violating our Terms and Conditions.
7.6 If we determine, in our sole discretion, that you are using the "Double Spend" methodology, the Site will void all bets and winnings. Specifically, if you win, confirm your deposit on the Blockchain and attempt to withdraw, all winnings will be confiscated and your account will be permanently closed. We will also exercise this right when similar activities are carried out from any connected account.
If you attempt to open new accounts, any deposits sent to Sportsbet.io in the future will not be returned.
Additionally, we noticed that you shared some very concerning comments in your previous posts. We are sorry to see that you are experiencing difficulties regarding your betting and the negative effect on your life. Due to these comments shared by you and to help you during this challenging time, we have decided to immediately place your account on a permanent self-exclusion period. We believe this action is in your best interest, eradicating any temptations to gamble and protecting you from making hasty decisions. This means that you will not be able to access your account or any associated accounts, as defined by us, indefinitely.
We will enforce our self-exclusion policy. However, you agree that we are not responsible if you attempt to open new accounts at Sportsbet.io, Bitcasino or Livecasino.io, or manage to play on our sites. Any subsequent accounts will be closed once detected.
Additionally, we would like to share some links to organizations that may be helpful to you.
http://www.gamcare.org.uk/ https://keepitfun.rank.com/
https://www.gamblingtherapy.org/
We wish you the best in your future.
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4 months ago
Thank you for your reply.
First of all, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please confirm that you used the "Double Spend" methodology?
Could you kindly specify the comments you made that caused the casino to exclude you?
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4 months ago
Translation
1 - no one I know makes bets, not that I know of
2 - I don't know about this methodology, from what I've researched it's impossible to double-spend on bitcoin
3 - I requested self-exclusion because I'm addicted, but they will withhold my funds.
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4 months ago
Thank you very much, pedrasvc, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
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I look forward to hearing from you, thank you in advance
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4 months ago
Dear pedrasvc,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Sportsbet.io Casino representative to join this conversation.
Dear Sportsbet.io Casino, could you please provide more information about this case?
Looking forward to your reply.
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4 months ago
Hello,
User Pedrasvc contacted our Player Safety and Assurance Team on the 12th of July via email asking about a rejected withdrawal and account restrictions. The user was asked to go through our KYC (Know Your Customer) procedure, because our team had a suspicion of user violating our Terms and Conditions. After completing the KYC process, our team could confirm that the user was using the "Double Spend" methodology, which is against our Terms and Conditions point 7.6:
https://sportsbet.io/help-centre/help-other/help-other-terms-and-conditions/general-terms-conditions
In addition the user had made some very concerning comments about their gambling levels and for this reason our self-exclusion policy was enforced as well.
The final decision by our Player Safety and Assurance Team was to close the account permanently with no return of balance. The user was informed about this via email, and no further correspondence has been held.
If you have any further questions, feel free to ask us.
Kind Regards,
Sportsbet.io Team
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4 months ago
Translation
they say I'm using "Double Spend" they don't explain what this is and they don't give any proof they just accuse me, I've already said I don't use it and about my addiction it's not justified for them to withhold my money
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4 months ago
Dear Sportsbet.io Casino,
thank you vey much for your message.
We take every accusation very seriously. Will you be able to send any kind of proof confirming the allegations about double spend and gambling problem, please? Please send it to my email katarina.d@casino.guru.
Dear pedrasvc,
double spend basically means that you send the same crypto currency payment to multiple receivers at once and the first one to claim it will receive the funds.
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4 months ago
Hello,
We have sent you an email with the necessary documentation and information as you requested. Please let us know if you do not receive it.
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4 months ago
Translation
I'd like access to the data they're supposedly incriminating me with, because I haven't done anything they're claiming, I'm asking them to refund my money and reactivate my account
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4 months ago
Dear Sportsbet.io Casino,
thank you for your email and for all evidence provided.
Dear pedrasvc,
I was provided with evidence supporting the Sportsbet.io casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching terms and conditions regarding double spend. Casino also provided evidence regarding player's comments suggesting the gambling problem may be real.
The casino acted correctly and within its terms and conditions.
Sorry that we couldn't 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.
I believe you have already contacted Curacao eGaming licensing authority, which would be my suggestion anyway in case you are not satisfied with our conclusion.
Thank you for using the Casino Guru complaint resolution center.
Best regards,
Katarina
