The player from Brazil had had his account reviewed four times by the online casino. After the third review, the casino had banned him and confiscated his winnings, accusing him of using hacks. The player had denied these allegations and had expressed frustration with the withdrawal limits and lack of support. His account had been verified in July and he had had a balance of 250,000 reais. He had last withdrawn in August and had deposited in July. Despite his attempts to clarify the situation, the casino had not cooperated. We had attempted to contact the casino multiple times without success. However, the player had later informed us via email that the casino had admitted their mistake, re-credited his balance, and he had been able to withdraw his winnings. The issue had then been marked as 'resolved'.
Startbet.io Casino - Player's winnings confiscated due to alleged hacks.
Amount: 200,000 R$
Startbet.io Casino
Safety Index:LowCase closed
RESOLVED
Case summary
The platform simply put my account under review 4 times, with 3 being successful, yet on the 3rd time, they simply banned me and kept my profits! They claim I used hacks, which I never did! Most of the earnings were from bonus purchases! They prohibit withdrawals above 500 reais and block users who make profits! I've talked to support, but they're of no help at all! I simply won and was robbed!
Hello mattnoiss,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Startbet.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Do you have any remaining balance on your casino account? When was the last time you processed a withdrawal from the casino and when was the last time you deposited into the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello, my account has been verified since July, I earned high amounts and I never even knew about the existence of hacks or fraud systems and I can prove it. My account balance is 250,000 reais. I made a withdrawal in month 08 and deposited in month 07. I stopped depositing because they only allow withdrawals of 500 reais for those who are verified. I have a printout of the answer after analyzing that my account was correct. I speak to them every day but they always told me to wait and when the deadline given by them was up, they banned me from having access to my profits and my account!
If you ask for the history of my last earnings on the platform, they were earned from bonus purchases! 5 or 4 bonus purchases and in the last one I recovered a good part of the money spent. How can a bonus purchase within a casino game be hacked? Does not make sense! They have my history and they don't show it to me. They don't show what led to justifying the use of a hack! He just blocked me and said that I am definitely without access. They banned me from withdrawing money for more than 32 days, this is against the terms imposed by the platform
Hello mattnoiss,
Would it be possible to forward all the communication between you and the casino to nikolas.b@casino.guru (please send the screenshots you attached when submitted the complaint as they are barely visible)?
Ok!, I will forward everything necessary now
Nick, I forwarded it as requested, to your email.
Thank you mattnoiss for all the evidence forwarded. As it is still unclear why did the casino block your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello mattnoiss,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.
We would like to invite Startbet.io Casino to join the conversation.
Dear Startbet.io Casino,
Can you please provide more information regarding the player's confiscated winnings? Please provide any supporting evidence for your claim that the player has supposedly used some kind of hack to michal.k@casino.guru
Thank you for your support, as I tried countless times via chat to get clarification on what happened, but the company refuses to give me answers. As mentioned, much of the latest profits were made through purchasing bonuses in casino games, which makes any type of theft impossible. It took months of just making withdrawals and then having my account banned and withholding all my profits without real justification and without giving me access to my betting history to prove that the last 4 plays in the same PG Software game, Lucky Pig, were just bonus purchases.
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 mattnoiss,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - the Curaçao/Antillephone Gaming Authority, and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We’ve been informed by the player via email, that the casino team has admitted their mistake and has re-credited the confiscated balance back to the player.
The player has confirmed that the issue is resolved and is withdrawing his winnings. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Michal
Casino.Guru
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