Betcoin.ag Casino - La cuenta del jugador ha sido cerrada.

On February 27th, I opened an account at the Betcoin casino, making a deposit of 300 USDT that same day.

After a couple of days using roulette and some sports betting, my account was blocked, preventing me from accessing it.

I've tried contacting them in every way possible, including using the chat, which is always unavailable. I've also sent several emails, but haven't received a single response.

For this reason, I am forced to request the help of CasinoGuru to recover the money I had in the account (approximately 200 USDT).

El pasado día 27 de febrero me abrí una cuenta en el casino betcoin, haciendo un depósito de 300 usdt ese mismo día.

Tras un par de días usando la ruleta y algunas apuestas deportivas mi cuenta fue bloqueada, no permitiéndome acceder a la misma.

Me he intentado comunicar con ellos de todas las formas posibles, he intentado usar el chat, el cual se encuentra fuera de servicio en todo momento. Igualmente he enviado varios correos electrónicos no recibiendo respuesta en ninguna ocasión.

Me veo obligado por este motivo a solicitar la ayuda de casinoguru para recuperar el dinero que tenía dentro de la cuenta (unos 200 usdt aproximadamente)

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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.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betcoin.ag Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your account verified?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your most recent attempts to contact the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon, from the time I opened the account until it was blocked, only 5-6 days passed.

The account was not verified and no bonus was accepted.

I am sending the requested documentation to your email address.

Greetings

Buenas tardes, desde que abrí la cuenta hasta que me la bloquearon pasaron tan 5-6 días.

La cuenta no fue verificada y ningún bono fue aceptado.

Le envío la documentación solicitada a su correo electrónico.

Saludos

Dear Luisgui,

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, Jana (jana.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,

Tomas

Dear Luisgui,

I am truly sorry to learn that your account has been blocked. I will reach out to the casino promptly to work towards a resolution for this matter. Additionally, I would like to invite a representative from Betcoin.ag Casino to join this conversation and assist in addressing your complaint.

Dear Betcoin.ag Casino,

could you please clarify the reasons behind the player's account blockage? It would also be greatly appreciated if you could provide any evidence related to this situation. You may respond here or send the relevant information to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

@jana we have already been in touch with the player and have sent email proof of this.

Dear Betcoin.ag Casino,

could you please keep us updated of any development regarding the case?

Good afternoon, it is true that the casino contacted me after several days to tell me that I have violated some articles where they allege generic issues, of course nothing specific.

After my response, they told me I was a cheat and to warn my friends not to go to that casino.

I find it completely out of line that after fraudulently closing my account, they insult me ​​in this way and accuse me of something I didn't do.

Very disappointed with a casino that had one of the best ratings on casinoguru.

Attached are screenshots of the emails received

Buenas tardes, es cierto que el casino se ha puesto en contacto conmigo tras varios días para decirme que he incumplido no sé qué artículos donde alegan cuestiones genéricas, por supuesto nada en concreto.

Tras mi respuesta, ellos me han dicho que soy un tramposo y que avise a mis amigos que no vayan a ese casino.

Me parece totalmente fuera de lugar que tras cerrar mi cuenta de forma fraudulenta, me insulten de esta forma y me acusen de algo que no he hecho.

Muy decepcionado con un casino que tenía una de las mejores puntuaciones en casinoguru.

Adjunto capturas de los emails recibidos

We have confirmed that this account is in violation of our terms of service regarding sports abuse. Had he allowed us to continue the investigation as he agreed to via email, there was a chance for lenience, but as he has instead chosen to defame us online, this matter is now closed. Per the ToS in the email he posted, we are able to withhold funds in the case of abuse and to cover damages and resources used in the investigation.

10.2 If the player is determined to be guilty of exploitative, abusive or fraudulent actions, the Company reserves the right to terminate the user account and suspend all payouts to the player.

These actions include, but are not limited to:

...Arbitrage/corridor betting, use of forking services, use of any computerized alert, surebet or valuebet services, steam chasing

10.6. If a player is found in violation of our terms of service, depending on the severity of the case, Betcoin.ag holds the right to withhold funds deposited, to cover damages, employee time, other resources used or to prevent future misconduct. 

We strongly urge this player to find another career path. The tactics he is using to cheat are very discoverable and if he continues down this path, he will find that more and more sportsbooks are able to detect this behavior.

Dear @jana,

Thank you for your assistance in this matter.

I would like to clarify several important points regarding the casino's response:

First, I categorically deny having engaged in any fraudulent, abusive, or otherwise unlawful activity. My use of the account was completely normal, limited to playing and having fun without using any software, external tools, or prohibited strategies as indicated in the article in question.

The casino has not provided any concrete evidence to support its accusations. They have only cited general terms without specifying what exact behavior I have violated.

Furthermore, I would like to highlight a point that I consider particularly serious: the casino itself indicated that it was conducting an investigation, but now claims that it has decided not to continue it solely because I have publicly shared the emails within this complaint process.

Furthermore, I would like to highlight a point that I consider particularly serious: the casino itself indicated that it was conducting an investigation, but now claims that it has decided not to continue it solely because I have publicly shared the emails within this complaint process.

This seems completely unacceptable to me, because:

- Sharing relevant information within a mediation platform like Casino Guru cannot be considered a breach.

- It makes no sense for a supposed fraud investigation to depend on whether the player exercises his right to defend himself publicly.

- This attitude reinforces the impression that there is no real investigation or solid evidence.

Furthermore, I consider the tone used by the casino in both its public and private communications to be inappropriate and unprofessional. I have been accused of being a "cheater" and even told to "find another profession." This type of behavior is not befitting a serious operator.

Finally, I want to emphasize a key point: I have not made any profit at the casino. On the contrary, I have incurred losses, so the withheld funds correspond entirely to my own deposit. I consider it particularly serious that money deposited by a player is withheld without any concrete evidence of wrongdoing.

For all the above reasons, I respectfully request that the casino:

1. Present clear and specific evidence of the alleged violations.

2. Explain in detail what specific behavior led to the closure of the account.

3. Justify why you have decided to cancel any investigation based on my participation in this process.

4. Proceed with the full return of my deposit in the absence of conclusive evidence.

I am available to provide any additional information that may be necessary.

Thank you for your help.

All the best

Estimada @jana,

Gracias por su gestión en este caso.

Quisiera aclarar varios puntos importantes respecto a la respuesta del casino :

En primer lugar, niego categóricamente haber realizado cualquier actividad fraudulenta, abusiva o contraria a los términos y condiciones del casino. Mi uso de la cuenta fue completamente normal, limitado a jugar y divertirme sin utilizar ningún tipo de software, herramientas externas ni estrategias prohibidas como indica el artículo en cuestión.

El casino, no ha aportado ninguna prueba concreta que respalde sus acusaciones. Únicamente se han limitado a citar términos generales sin especificar qué comportamiento exacto he infringido.

Además, me gustaría destacar un punto que considero especialmente grave: el propio casino ha indicado que estaba llevando a cabo una investigación, pero ahora afirma que ha decidido no continuarla únicamente porque he compartido públicamente los correos electrónicos dentro de este proceso de reclamación.

Además, me gustaría destacar un punto que considero especialmente grave: el propio casino ha indicado que estaba llevando a cabo una investigación, pero ahora afirma que ha decidido no continuarla únicamente porque he compartido públicamente los correos electrónicos dentro de este proceso de reclamación.

Esto me parece totalmente inaceptable, ya que:

- Compartir información relevante dentro de una plataforma de mediación como Casino Guru no puede considerarse un incumplimiento.

- No tiene sentido que una supuesta investigación sobre fraude dependa de si el jugador ejerce su derecho a defenderse públicamente.

- Esta actitud refuerza la impresión de que no existe una investigación real ni pruebas sólidas.

Asimismo, considero inapropiado y poco profesional el tono utilizado por el casino en sus comunicaciones tanto publicas como privadas, donde se me ha acusado de ser un "tramposo" e incluso se me ha sugerido "buscar otra profesión". Este tipo de comportamiento no es propio de un operador serio.

Por último, quiero recalcar un hecho clave: en ningún momento he obtenido beneficios en el casino. Al contrario, he tenido pérdidas, por lo que los fondos retenidos corresponden íntegramente a mi propio depósito. Considero especialmente grave que se retenga dinero depositado por el jugador sin aportar ninguna prueba concreta de infracción.

Por todo lo anterior, solicito respetuosamente que el casino:

1. Presente pruebas claras y específicas de las supuestas infracciones.

2. Explique detalladamente qué comportamiento concreto ha motivado el cierre de la cuenta.

3. Justifique por qué ha decidido cancelar cualquier investigación basándose en mi participación en este proceso.

4. Proceda a la devolución íntegra de mi depósito en ausencia de pruebas concluyentes.

Quedo a disposición para aportar cualquier información adicional que sea necesaria.

Gracias por su ayuda.

Un saludo

That's right. The investigation we offered was out of courtesy to you. We are not required to refund any cheaters. You agreed to the investigation by email, then instea of waiting, came here to lie about it.

The miniscule amount of money we have confiscated from you does not come close to what we have already spent looking into your abuse. And no, we do not have to "show you evidence". We are not here to teach you how to cheat better. If CasinoGuru wants evidence, we will be fully compliant as always. As you can see, we have never lost a mediation. Thats because we always act according to our ToS, which have been deemed fair by all.

Next time do some research before you try and abuse the industry leaders on catching sports abusers. And yes, once again, we ask you to tell your friends. We have plenty of legitimate players. We have no need for abusers.

Dear Jana,

Thank you for continuing with the mediation.

I would like to respond to the latest communication from Betcoin.ag casino, as I believe it contains several worrying points.

First, I again deny having engaged in any fraudulent or abusive activity. The casino continues to fail to present any concrete evidence to support its accusations, limiting itself to making general statements.

I would like to emphasize that the casino itself claims the investigation was "a courtesy call" and that it has now decided not to continue it. This is very concerning, as we are talking about serious allegations that have resulted in the confiscation of my funds. I believe that a decision of this kind should always be supported by an objective and verifiable investigation, not influenced by external factors.

Furthermore, the casino states that it "does not have to show proof." I understand that they are not obligated to share certain details publicly, but in the context of an independent mediation like Casino Guru, I consider it reasonable that they at least provide evidence to the mediator to justify such a serious accusation.

I would also like to reiterate a key fact: I have not made any profit at the casino. On the contrary, I have incurred losses, so the withheld funds correspond entirely to my own deposit. This makes it even more difficult to understand the justification for their confiscation.

On the other hand, I consider the tone used by the casino inappropriate, both in its private and public communications, including personal accusations and insinuations that do not provide any evidence or help to resolve the case.

Therefore, I respectfully request:

1. That the casino provide Casino Guru with clear and verifiable evidence of the alleged violations.

2. That it be clarified what specific behavior has motivated the closure of the account.

3. That the decision not to continue with the alleged investigation be justified.

4. That, in the absence of conclusive evidence, my deposit be fully refunded.

I am available for any additional information that may be needed.

Thank you for your help.

All the best

Estimada Jana,

Gracias por continuar con la mediación.

Me gustaría responder a la última comunicación del casino Betcoin.ag, ya que considero que contiene varios puntos preocupantes.

En primer lugar, niego nuevamente haber realizado cualquier tipo de actividad fraudulenta o abusiva. El casino sigue sin presentar ninguna prueba concreta que respalde sus acusaciones, limitándose a hacer afirmaciones generales.

Quisiera destacar especialmente que el propio casino afirma que la investigación era "por cortesía" y que ahora decide no continuarla. Esto resulta muy preocupante, ya que estamos hablando de acusaciones graves que han derivado en la confiscación de mis fondos. Considero que una decisión de este tipo debería estar siempre respaldada por una investigación objetiva y verificable, no condicionada por factores externos.

Asimismo, el casino indica que "no tiene que mostrar pruebas". Entiendo que no estén obligados a compartir ciertos detalles públicamente, pero en el contexto de una mediación independiente como Casino Guru, considero razonable que al menos se aporten pruebas al mediador para justificar una acusación tan grave.

También me gustaría reiterar un hecho clave: no he obtenido ningún beneficio en el casino. Al contrario, he tenido pérdidas, por lo que los fondos retenidos corresponden íntegramente a mi propio depósito. Esto hace aún más difícil entender la justificación de su confiscación.

Por otro lado, considero inapropiado el tono utilizado por el casino, tanto en sus comunicaciones privadas como públicas, incluyendo acusaciones personales e insinuaciones que no aportan ninguna prueba ni ayudan a resolver el caso.

Por todo ello, solicito respetuosamente:

1. Que el casino proporcione a Casino Guru pruebas claras y verificables de las supuestas infracciones.

2. Que se aclare qué comportamiento específico ha motivado el cierre de la cuenta.

3. Que se justifique la decisión de no continuar con la supuesta investigación.

4. Que, en ausencia de pruebas concluyentes, se proceda a la devolución íntegra de mi depósito.

Quedo a disposición para cualquier información adicional que sea necesaria.

Gracias por su ayuda.

Un saludo

Dear Betcoin.ag Casino,

I would greatly appreciate your assistance in providing the relevant evidence regarding this specific case and the player's breach of your terms and conditions to jana.k@casino.guru.

Your cooperation in this matter is sincerely appreciated.

@Jana,

This was sent. It is always unfortunate when abusive players use mediation as a means of extortion, rather than its intended purpose. But we always appreciate what you guys do.

Dear Jana,

Thanks for the update.

I have seen the casino's latest response and would like to reiterate that I completely deny the accusations made. I believe that characterizing this claim as "extortion" is inappropriate and provides no evidence whatsoever.

I fully trust that Casino Guru will be able to objectively review the information provided by the casino and determine if there is real and sufficient evidence to justify the confiscation of my funds.

For my part, I reiterate that my activity at the casino was completely normal and that the funds held correspond entirely to my deposit.

I await your conclusions and thank you for your impartiality in this process.

All the best

Estimada Jana,

Gracias por la actualización.

He visto la última respuesta del casino y me gustaría reiterar que niego completamente las acusaciones realizadas. Considero que calificar esta reclamación como "extorsión" es inapropiado y no aporta ninguna evidencia sobre el caso.

Confío plenamente en que Casino Guru podrá revisar de manera objetiva la información proporcionada por el casino y determinar si existen pruebas reales y suficientes que justifiquen la confiscación de mis fondos.

Por mi parte, reitero que mi actividad en el casino fue completamente normal y que los fondos retenidos corresponden íntegramente a mi depósito.

Quedo a la espera de sus conclusiones y agradezco su imparcialidad en este proceso.

Un saludo

Dear Luisgui,

Thank you for your patience during this time. We are still in the process of investigating the matter and appreciate your understanding as we seek to resolve it. We will ensure to keep you updated on any developments.

Good morning Jana, thank you very much for the work you do.

I'll wait.

Greetings

Buenos días Jana, muchas gracias a vosotros por la labor que realizan.

Quedo a la espera.

Saludos

Dear Luisgi,

We appreciate your reaching out to us regarding your concerns. After careful consideration, we have determined that this issue pertains specifically to sports betting. Regrettably, we are unable to assist you in this matter as we currently do not have a dedicated department for sports betting disputes and are not equipped with the necessary expertise to effectively address your case. I truly wish I could have provided more assistance. We sincerely apologize for any inconvenience this may cause and appreciate your understanding. Should you encounter any issues with other casinos in the future, please do not hesitate to contact us. At this moment, I must, unfortunately, decline your complaint. Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.