ChachaBet Casino - A conta do jogador foi encerrada por suposta trapaça.

Hello , i played on Chachabet casino couple months and managed to win few times 100euro-250euro they always completed my withdrawals without delay.

But now when i deposited like 200euro and lost then I tried and again deposited 30 euro and won 785 euro winnings , i made withdrawal request and today i recived email from them that my account is banned "For cheating" playing slots count as cheating? 🤣

1.

I did not have verified account because they didnt ask me to do it.

2.

I Did not play with Bonuses or nothing manipulative.

3.

How can you cheat playing - Big bass bonanza , gates of Olympus , piggy tap instant game , Le Bandit?? Its absurd.

And I havent recived my withdrawal

I uploaded all email messages from them and my winnings that they banned me from.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear krinkelsmartins,

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. 

• Could you kindly confirm whether you have utilized the same casino account across all of your devices?
• 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 if you have passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino to petra.h@casino.guru. Alternatively, you can post it here. 

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,

Petra

Hello.

Could you kindly confirm whether you have utilized the same casino account across all of your devices?

1.) I Only played at 1 device and didnt use anything else

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

2.) No i was only one using that IP address and nobody had created another account

Could you please confirm if you have passed the KYC verification?

3) no i had not , because they dont require KYC .

I forwarded all communication with casino to your email

Dear Martinslinkels

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Martinslinkels,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite ChachaBet Casino to participate in this discussion.

Dear ChachaBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Dear Martinslinkels!

Could you please provide the email address you used to register your account on our website, so that we can investigate your issue in more detail?

We are unable to find your account with the email provided here.

Kind Regards,

ChachaBet Team.

Hello Martinslinkels,

Thank you for providing the information.

We want to clarify that we never block accounts without reason. Your account was blocked due to a violation of our rules, and a notification regarding this action was sent to you.

Additionally, Michal, we have sent detailed information to your email explaining the reason for the account suspension. We kindly ask you to review it, as we strive to maintain a fair and secure environment for all our players.

Kind regards,

ChachaBet Team

Dear ChachaBet Team,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your reply.

Hello Michal!

We have received your request by email. We kindly ask you to grant us additional time and extend the deadline so that we can provide more detailed information.

We are currently working on this matter.

Thank you!

Hello Michal!

We have sent the detailed information by email. We kindly ask you to review it.

Best regards,

ChachaBet Team

Dear ChachaBet Team,

Thank you for your email. This has certainly shed a bit more light on the matter. I have sent you an email with some additional enquiries that, once answered, should provide me a complete picture of the situation.

I'm looking forward to your timely response.

Hello Michal,

We have sent the answer by email. We kindly ask you to review it.

Warm Regards,

ChachaBet Team

Dear ChachaBet Team,

Thank you for your email; it has provided some helpful clarification regarding this matter. I have just sent a follow-up message with a few additional questions. Once answered, these details will help me gain a full understanding of the situation.

I appreciate your timely attention to this matter.

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.

Hello Michal,

We have sent the answer by email. Kindly check

Best regards,

ChachaBet Team

Thank you for all the information and evidence provided, ChachaBet Team.

Dear Martinslinkels,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same IP address range, the same payment method used, and strikingly identical betting behaviour, including claiming the same bonuses. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru