EmberBet Casino - Os ganhos do jogador foram confiscados.

I registered, deposited, and played at EmberBet as usual. After several bets, my balance reached €232, and I requested a withdrawal. On September 15, 2026, the casino canceled my withdrawal and confiscated €152 from my balance; in their account history, it appears as a "Taken to system" transaction of -€152, leaving me with €80.

As a reason, they sent me an email quoting in bulk section 5.9.5 (points ia iv) of their Terms and Conditions (VPN, forged documents, bonus abuse and fraudulent activity), but WITHOUT specifying which one I had breached and WITHOUT providing any evidence.

I haven't violated any of those terms: I didn't use a VPN, I didn't submit false documents, I didn't abuse bonuses, and I didn't engage in fraudulent activity. My own history reflects normal use: a few bets and their results, with no unusual activity.

I filed a formal complaint. In response, the casino credited my remaining €80 balance via bank transfer, confirming that my identity and account were fully verified and in order. However, they refuse to return my €152 winnings. When I asked them to specify the reason and provide proof, they only replied that "the decision is final" and that they would not provide any further information.

My argument: if I had committed fraud or abuse, I wouldn't have been paid the €80. The partial payment proves that my account is legitimate and that the confiscation of the €152 is based on a generic, unspecified, and unproven accusation.

I request that the casino refund the €152 of withheld winnings, or specify the exact point of alleged non-compliance and provide concrete and verifiable proof. I have attached the confiscation email, the response refusing to provide details, and the account history showing the "Taken to system" transaction of -€152.

Me registré, deposité y jugué en EmberBet con normalidad. Tras varias apuestas, mi saldo alcanzó los 232 € y solicité una retirada. El 15/09/2026 el casino canceló mi retirada y confiscó 152 € de mi saldo; en su propio historial de cuenta figura como un movimiento "Taken to system" de -152 €, dejándome 80 €.

Como motivo, me enviaron un correo citando en bloque el apartado 5.9.5 (puntos i a iv) de sus Términos y Condiciones (VPN, documentos falsificados, abuso de bonos y actividad fraudulenta), pero SIN especificar cuál habría incumplido y SIN aportar ninguna prueba.

No he incumplido ninguno de esos términos: no usé VPN, no presenté documentos falsos, no abusé de bonos y no realicé actividad fraudulenta. Su propio historial refleja un uso normal: unas pocas apuestas y sus resultados, sin operativa anómala.

Reclamé formalmente. En respuesta, el casino me abonó por transferencia los 80 € de saldo restante, lo que confirma que mi identidad y mi cuenta estaban plenamente verificadas y en regla. Pero se niega a devolver los 152 € de ganancias. Al pedir que concretaran el motivo y aportaran prueba, respondieron solo que "la decisión es definitiva" y que no darían más información.

Mi argumento: si hubiera cometido fraude o abuso, no me habrían pagado los 80 €. El pago parcial demuestra que mi cuenta es legítima y que la confiscación de los 152 € se basa en una acusación genérica, sin concretar y sin prueba.

Solicito que el casino abone los 152 € de ganancias retenidas, o que especifique el punto exacto supuestamente incumplido y aporte prueba concreta y verificable. Adjunto el correo de la confiscación, la respuesta negándose a dar detalles y el historial de cuenta con el movimiento "Taken to system" de -152 €.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which games did you play to accumulate the disputed €152?
• Did you use any bonus or promotional offer while playing at this casino?
• Was your account fully verified before you requested the withdrawal? If not, did you submit any identity documents for the KYC process?

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

Hi Veronica, thanks for your help. I'll answer your questions:

Gaming: I did not play casino games. The €152 in dispute came from sports betting: I placed 4 bets, winning 3 and losing 1, bringing my balance to €232. They were normal sports bets, without any special strategy or system.

Bonuses: I did not use any bonuses or promotional offers. I played only with my own deposited money.

Verification (KYC): Yes, my account was verified. In fact, after the confiscation, I filed a claim and the casino refunded me the remaining balance of €80 via bank transfer, confirming that my identity and account were fully verified and in order.

I want to emphasize that the casino has never specified which particular section of 5.9.5 it allegedly violated, nor has it provided any evidence. My own account history shows these few sports bets and their results, with no unusual activity.

I remain at your disposal for any clarification.

Hola Verónica, gracias por la ayuda. Respondo a sus preguntas:

Juegos: No jugué a juegos de casino. Los 152 € en disputa proceden de apuestas deportivas: realicé 4 apuestas, de las cuales acerté 3 y fallé 1, y así mi saldo llegó a 232 €. Fueron apuestas deportivas normales, sin ninguna estrategia ni sistema especial.

Bonos: No utilicé ningún bono ni oferta promocional. Jugué únicamente con mi propio dinero depositado.

Verificación (KYC): Sí, mi cuenta estaba verificada. De hecho, tras la confiscación reclamé y el casino me abonó por transferencia bancaria el saldo restante de 80 €, lo que confirma que mi identidad y mi cuenta estaban plenamente verificadas y en regla.

Quiero subrayar que el casino nunca ha especificado qué apartado concreto del 5.9.5 habría incumplido ni ha aportado prueba alguna. Su propio historial de mi cuenta muestra estas pocas apuestas deportivas y sus resultados, sin ninguna operativa anómala.

Quedo a su disposición para cualquier aclaración.

Dear mfsanchez,

Thank you for your patience throughout the complaint process.

Please understand that if your winnings have been confiscated and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika