Bets.io Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

I am submitting this formal complaint against Bets.io, operated by Tessera Limited S.R.L., licensed in Anjouan under license number ALSI-202410047-F12. My account was unfairly locked and my winnings of 659 USDT were confiscated, despite me passing all verification procedures, including a full video call.

Here’s a full breakdown of what happened:

Account Creation & Gameplay

I created my Bets.io account and played regular sports betting games offered on their platform. I made a deposit and placed multiple bets on legitimate matches. Everything was done in accordance with their rules, using only my personal account, device, and internet connection.

First Withdrawal Approved

My first withdrawal of 500 USDT was processed successfully. This proves that my account passed their KYC and anti-fraud checks at that time. I continued playing afterward with funds that were rightfully mine.

Sudden Lock & Second Verification

Shortly after my initial withdrawal, my account was suddenly locked without notice. I was then asked to go through a second, more extensive verification process, which included:

Submitting all personal documents (passport, ID, payment proof)

Attending a live video call where I was asked detailed questions about my account activity, including my first deposit, my bets, and my current balance.

I answered every question accurately, clearly showing I am the real account owner. The video call was recorded, and it serves as clear proof that the account belongs to me and was never used fraudulently.

Unfair Accusation Without Evidence

Despite completing the verification and cooperating fully, I received a generic email from support saying that my funds were confiscated due to "fraudulent activity," referencing their Anti-Fraud Policy. No actual evidence or specific violation was presented. They claim I was somehow linked to multiple accounts or collusion, which is absolutely false.

I have only ever used my one personal account, and I am ready to provide any documentation or evidence to prove this again. I requested clarification and evidence, but they responded that the decision is final and won’t be reviewed again.

This Behavior is Not Acceptable

This kind of behavior is predatory and completely against the values of fair gambling and transparent business practice. You can’t:

Approve one withdrawal, then suddenly reverse course with the next,

Demand full verification, get it, then ignore it,

Refuse to provide proof while accusing players of violations they didn’t commit.

They may get away with scamming beginners, but not people who understand legal rights, regulations, and how this industry should operate.

Hello alassica,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bets.io Casino. Please allow me to ask you a few more question before we would move forward.

• Did you play sports betting only?
• Does anybody else from your household owns an account in this casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear alassica,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I only played sports betting.

No, nobody from my household owns an account at this casino.

The last time I contacted the casino was recently, regarding the closure of my account and confiscation of my winnings. I’ve fully verified my identity via video call and have been asking them to explain their decision, but they provided no proof, only vague accusations.

Dear alassica,

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting you response.

Regards,

Nick

Dear alassica,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru