Ico
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They stole my money
Hi, could you tell me what happened? Why they took your money? Did they have a reason?
It's not clear to me from what I've seen, so I'll ask and then we can talk about it.
I have been playing on this site for two months and I have deposited and withdrawn many times, no problem. My last deposit was 2800 USD. I only take live sports betting and pre-match bets. I lost a little (I have converted more than the money I deposited) and wanted to withdraw. They closed my account. Their excuse is that I did not use multiple memberships. I did not use any bonuses. They can review all my bets, there is no mutual betting or other known betting tricks, I wrote this to the company. I have sent more than 20 e-mails in 2 days, but they definitely do not respond by e-mail. The live support line is definitely not helpful and said to contact me by e-mail. This site scammed me, did not pay my rightful money and closed my account. For your information, I have added evidence and screenshots.
Screenshot showing that my account has been closed.
https://ibb.co/Sw2kZMmf
screenshot of the email with the alleged excuses
https://ibb.co/bg4bXtd0
I sent 20 emails with screenshots and did not receive a response to any of them. I sent these emails every 2 days.
https://ibb.co/1Ww0rMD
https://ibb.co/BKKPMc7Y
Hey, it's pretty frustrating what you've gotten yourself into. I'll start by saying that we can't help in situations like this because it's sports betting.
But maybe on one of these sites it might be possible. So try to have a look:
https://www.safebettingsites.com/complaints/
https://www.bookmakersreview.com/sportsbook-complaint/
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
Sending emails is probably not necessary because bombing will not make it better. On the other hand, I understand that if they say they are going to email you, I would expect a reply.
So as I said, check the links and if you have something new, definitely let me know.
This service is pointless. They end up siding with the casino after having private conversations. You better off going straight to regulators or court. Casino guru staff kubo just closed my case after I got robbed 380k siding with the casino. What a joke
I understand your disappointment.
Perhaps sharing Kubo's explanation will be fair:
"Dear OssieBJ,
Thank you for your message and for raising your concerns. I’d like to take a moment to address them carefully and provide some clarification.
First, regarding your question about complaint resolution timeframes - these can vary significantly depending on a number of factors, including the complexity of the case, the responsiveness of the involved parties, the availability of supporting evidence from both sides, and the current workload and utilization of our complaint resolution team. While some cases are resolved quickly, others may require more time to ensure a fair and well-informed conclusion.
Second, please rest assured that your points have not been ignored. The clause in question is not hidden; it is publicly available in the casino’s Terms and Conditions. While I understand your frustration, the claim that this clause violates consumer or contract law has not been substantiated, nor have you provided references to specific legal frameworks to support it. Additionally, it’s important to note that online gambling is officially prohibited in Australia, which does complicate any potential legal argument based on local consumer protections.
Regarding the terms of your agreement with the casino - by registering and playing there, you agreed to the Terms and Conditions in their entirety, including the maximum win limit. The casino is under no legal obligation to pay winnings beyond what is defined in those terms, and no existing regulation compels them to do so otherwise in this case.
To clarify another point: winnings are paid out by the casino, not the game provider. Game providers supply the games but do not process or distribute funds. Therefore, the casino has not "withheld" money sent from the provider; they are simply enforcing the limit outlined in their own terms.
I appreciate your reference to Casino Guru’s position on win limits. You are correct that we take a critical view of such limitations when they are not required by law or regulation, especially if they are low or poorly communicated. In this case, however, the rule is clearly outlined in the Terms and Conditions under clause 9.8 and has been in place well before the date of your win (October 19, 2024). While we do consider this type of limitation to negatively affect a casino’s Safety Index, it doesn’t automatically render the practice unfair to a level that would allow us to rule in your favor.
Regarding your attempt to demonstrate an earlier registration date, I must stress that this detail is irrelevant to the case. The clause regarding the maximum win was already active prior to the date your win occurred. Additionally, the screenshot you submitted was determined not to belong to your account, and your later admission that it may have belonged to someone else (possibly your partner) undermines its validity as supporting evidence.
As for our Fair Gambling Codex, it’s true that we oppose hidden or misleading rules. In this case, however, the rule was not hidden - it is clearly published in the Terms and Conditions. While we don’t agree with such win limits, we recognize that many online casinos implement them. Unfortunately, the fact that this came as a surprise to you does not invalidate the rule, nor does it obligate the casino to make an exception.
With that in mind, I regret to inform you that we will not be able to assist further in this particular case. The maximum win limitation was present, clearly stated, and agreed upon at the time of your registration and at the time of your win. Based on these facts, we see no grounds to pursue the matter further.
For future reference, I strongly recommend reviewing a casino’s Terms and Conditions thoroughly before playing - particularly sections dealing with win limits, bonus terms, and withdrawal policies - to avoid similar issues.
I appreciate your understanding, and I'm sorry we couldn’t provide a more favorable outcome in this instance. Should you experience any other issues with this or any other casino, please don’t hesitate to contact our Complaint Resolution Center. We’re always here to help.
Best Regards,
Kubo"
I'm sorry, but the explanation sounds pretty honest to me. Since everything is based on the terms, I honestly believe there was not much else to do.
I have only recently discovered this casino and I am rushing to inform my fellow Ozzies about this place, will also write a review later.
This casino has hands down the best promotions and VIP managers I have ever seen anywhere, period. Support is very nice and helpful and payouts are straight forward.
A very good casino for Australians and most likely for everyone else.
This is really nice to hear, but according to our information, this casino doesn't accept AU players, actually. 🤔
Has it changed now, perhaps?
Did you make any successful withdrawals from this casino, please?
Howdy,
As an Ozzie, I can vouch and confirm, they accept Australian players and they do pay.
I wish I had not wasted time and money at the "new" crypto casinos at the time.
Dylan
So, you have signed up correctly with your AU address and everything, and they even verified and paid you, right?
I will inform our data team about this so they can update the information if it is really so. Thank you.
Howdy,
As an Ozzie, I can vouch and confirm, they accept Australian players and they do pay.
I wish I had not wasted time and money at the "new" crypto casinos at the time.
Dylan
Hey. I have an update regarding this. Our data team has actually found out that Australia is blacklisted by the licensing authority. 🤔
So, hopefully you won't have any problems there.
This is interesting, I guess it depends on the country, my situation is..
I am living half of the year in Germany, which is when I get to play here. Nice casino, they pay and there is nothing bad I can say about support, the bonuses and all the thing. Except, when I am in the UK, I was told to not play from there, also not VPN. Classic good and bad story.
So when you are in Germany, you are allowed to play even though you're from the UK?
Did you withdraw any winnings from there, though? 🤔
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