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A few days ago I opened an account for the first time at this casino. After I started betting, I noticed that after a few bets, restrictions were imposed on my account, without any explanation. Then, when I tried to withdraw the money I had in the account, my request was rejected and I was asked to identify the account.

After submitting the required documents and completing the video facial recognition process, I received an email informing me that my account has been linked to others, giving me some account names. I am completely unfamiliar with any of these names, as as I mentioned, this is my first time using their casino.

Furthermore, I have not been given any clear explanation as to why this connection was made or on what basis it was made.

Πριν από λίγες μέρες άνοιξα για πρώτη φορά λογαριασμό στο συγκεκριμένο καζίνο. Αφού ξεκίνησα να παίζω στοίχημα, παρατήρησα ότι μετά από ορισμένα στοιχήματα επιβλήθηκαν περιορισμοί στον λογαριασμό μου, χωρίς να μου δοθεί καμία εξήγηση. Στη συνέχεια, όταν προσπάθησα να κάνω ανάληψη των χρημάτων που είχα στον λογαριασμό, το αίτημά μου απορρίφθηκε και μου ζητήθηκε να ταυτοποιήσω τον λογαριασμό.

Αφού απέστειλα τα απαιτούμενα έγγραφα και ολοκλήρωσα και τη διαδικασία αναγνώρισης προσώπου μέσω βίντεο, έλαβα ένα email στο οποίο με ενημέρωσαν ότι ο λογαριασμός μου έχει συνδεθεί με άλλους, παραθέτοντάς μου κάποια ονόματα λογαριασμών. Δεν γνωρίζω απολύτως κανένα από αυτά τα ονόματα, καθώς όπως ήδη ανέφερα αυτή είναι η πρώτη φορά που χρησιμοποιώ το καζίνο τους.

Επιπλέον, δεν μου έχει δοθεί καμία σαφής εξήγηση για τον λόγο αυτής της σύνδεσης ή βάσει ποιων κριτηρίων έγινε

Dear panem, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Sportsbet.io Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• 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 advise if you used VPN to access the website? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please specify which games you focused on - slots, live casino, sports betting, etc.?

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, 

Natalia 

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I recently moved into an apartment building where there is a shared internet connection. There are about 200 people living in the same apartment building, so I have no way of knowing if anyone else had previously created an account from the same IP address.

I personally learned about their company just a few days ago and it's the first time I've played at this casino. I sent all the documents they asked for my identification, even a video. How is it possible that I'm being accused of a second account when my details were accepted? It makes absolutely no sense.

They closed my account because I won and they don't want to pay me. Furthermore, I didn't use any bonuses, all the winnings came without using bonuses. I played mainly on slots and blackjack, while from betting I only played basketball games, nothing more.

Πρόσφατα μετακόμισα σε μια πολυκατοικία όπου υπάρχει κοινή σύνδεση στο διαδίκτυο. Στην ίδια πολυκατοικία διαμένουν περίπου 200 άτομα, επομένως δεν έχω κανέναν τρόπο να γνωρίζω αν κάποιος άλλος είχε δημιουργήσει λογαριασμό στο παρελθόν από την ίδια διεύθυνση IP.

Προσωπικά έμαθα για την εταιρεία τους μόλις πριν από λίγες ημέρες και είναι η πρώτη φορά που έπαιξα στο συγκεκριμένο καζίνο. Έστειλα όλα τα έγγραφα που μου ζητήθηκαν για την ταυτοποίησή μου, ακόμη και βίντεο. Πώς είναι δυνατόν να κατηγορούμαι για δεύτερο λογαριασμό όταν τα στοιχεία μου έγιναν αποδεκτά; Δεν βγάζει κανένα απολύτως νόημα.

Μου κλείσανε τον λογαριασμό επειδή κέρδισα και δεν θέλουνε να με πληρώσουνε. Επιπλέον, δεν χρησιμοποίησα κανένα μπόνους ,όλα τα κέρδη προήλθαν χωρίς τη χρήση μπόνους. Έπαιξα κυρίως σε φρουτάκια και blackjack, ενώ από στοίχημα έπαιξα μόνο αγώνες μπάσκετ, τίποτα παραπάνω.

Thank you very much for your reply, panem. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have sent you an email with the screenshots from my conversation with sportsbet, I am awaiting a response.

Σας εχω στειλει mail με τα screenshot απο την συνομιλια μου με την sportsbet,περιμενω απαντηση

Thank you very much, panem, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello panem,

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 and to see how I can help.

We would like to invite Sportsbet.io Casino to join the conversation.

Dear Sportsbet.io 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

Hello Michal,

Sportsbet.io user wer22ase contacted our Player Safety and Assurance Team on 18th of May 2025 at 14:40 GMT via email asking about a declined withdrawal. The user was asked to go through our KYC (Know Your Customer) procedure. This confirmed that the user wer22ase was using multiple accounts to bypass our trading limits, which is against our Terms and Conditions rule 19.1 (https://sportsbet.io/help-centre/help-other/help-other-terms-and-conditions/general-terms-conditions).

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.

We shall provide additional information showcasing our investigation results and relevant evidence to our decision.

Kind Regards,

Sportsbet.io Team

The answer given by the casino makes absolutely no sense. Initially, it states that since the KYC verification was done, it was confirmed that I use multiple accounts. How is it possible that the identification process was successfully completed and that this is proof of something like that? So, what does this mean? That I have opened other accounts with my identity? What you are telling me makes no sense.

Secondly, there has been no further communication from the casino to me, apart from a single email informing me that my account is being closed and that if something similar happens again in the future, I will not even receive my deposit money. This is absurd in itself, as this is the only account I have ever had.

So, without any proof whatsoever, just because I won, you close my account, don't give me the winnings and keep my deposit money? This is pure theft and is illegal.

Η απάντηση που έδωσε το καζίνο δεν βγάζει κανένα απολύτως νόημα. Αρχικά, αναφέρεται ότι από τη στιγμή που έγινε το KYC verification, επιβεβαιώθηκε πως χρησιμοποιώ πολλούς λογαριασμούς. Πώς είναι δυνατόν να ολοκληρώθηκε επιτυχώς η διαδικασία ταυτοποίησης και αυτό να αποτελεί απόδειξη για κάτι τέτοιο; Δηλαδή, τι σημαίνει αυτό; Ότι με την ταυτότητά μου έχω ανοίξει και άλλους λογαριασμούς; Δεν έχει καμία λογική αυτό που μου λέτε.

Δεύτερον, δεν υπήρξε καμία περαιτέρω επικοινωνία από το καζίνο προς εμένα, πέρα από ένα και μοναδικό email, στο οποίο μου ανακοινώνεται ότι ο λογαριασμός μου κλείνει και ότι, αν κάτι παρόμοιο ξανασυμβεί στο μέλλον, δεν θα λάβω ούτε τα χρήματα της κατάθεσής μου. Αυτό είναι παραλογισμός από μόνο του, καθώς πρόκειται για τον μοναδικό λογαριασμό που είχα ποτέ.

Δηλαδή, χωρίς καμία απολύτως απόδειξη, απλά επειδή κέρδισα, μου κλείνετε τον λογαριασμό, δεν μου δίνετε το κέρδος και κρατάτε και τα χρήματα της κατάθεσής μου; Αυτό αποτελεί καθαρή κλοπή και είναι παράνομο

Hello Michal,

We have now sent you further information via email.

Feel free to get back to us should you have any questions.

Kind Regards,

Sportsbet.io Team

Dear Michal,

Our apologies, we have sent the attachments via email.

Please let us know should any other information be needed.

Kind Regards,

Sportsbet.io Team

Thank you for the information and evidence provided, Sportsbet.io Team.

Dear panem,

After a thorough investigation and gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, engaging in the same or very similar gameplay and linked by using the same payment method in related accounts. 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 mentioned in clause 19. Cancellations, Suspensions and Closure.

To answer your question:

The answer given by the casino makes absolutely no sense. Initially, it states that since the KYC verification was done, it was confirmed that I use multiple accounts. How is it possible that the identification process was successfully completed and that this is proof of something like that? So, what does this mean? That I have opened other accounts with my identity? What you are telling me makes no sense.

Any discrepancies or violations of the casino rules are, in most cases, discovered during or after the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes have finished, which are usually triggered when a player submits a withdrawal request that surpasses a certain threshold. So, after the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes, the casino security team confirmed that your account was linked with other accounts which fall under the rule 19.1.

Furthermore, it has come to light that a more comprehensive investigation was launched as a result of certain questionable activities you participated in regarding sports betting, which played a role in the earlier limitations imposed on your account. Although I have obtained some information regarding this matter, I regret to inform you that I cannot assist you, as we do not address complaints related to sports betting, and thus, we would have had to decline your complaint regardless.

Nevertheless, because of the violations of the casino rules in regard to multiple accounts, I will now proceed to close this complaint as unjustified.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

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