Bets.io Casino - La cuenta del jugador ha sido cerrada por presunto uso de estrategia.

Hello. I won $1571 from Bets.io a few months ago. I withdrew it (was already verified and had withdrawn previously) and received the following email

We would like to inform you that after an investigation your account has been blocked due to a detection of your use of prohibited game strategies.

According to point 2 of the "Anti-fraud policy" section, the Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. The player is not allowed to use any strategies playing any table games, such as roulette, card games, and others. The Casino reserves the right to cancel all Player`s winnings in case of using such strategies and actions.

All I did was play $2 spins on the same slot. It wasn't an excluded slot - so how can this be a strategy? Slots are random number generators right with a fancy skin plopped on top, so how can doing $2 spins the entire time on the same slot fall foul of an 'anti-fraud' policy?

I've tried to get them to reverse it but they've insisted that it's correct. If you can help me get through to someone who can see sense I'd really appreciate it.

David

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

• Could you please clarify when exactly was your account created and when it was closed?  
• Do you have an access to your game history, please? Could you kindly forward it to my email katarina.d@casino.guru?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Helllo

I joined on 16th December 2024 and my account was closed on the 7th Jan. In between I deposited and withdrew a fair amount.

I don't have any access to my account sorry so I can't provide anything like that.

I was playing with a bonus, and I played $2 spins on the same slot for the entire length of the bonus.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Good evening

Sorry about the delay. I had a protracted back and forth with the casino once my account was closed, I've taken screenshots of all of this and sent them onwards via email.

Kind regards

David

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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 thejonesinator,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bets.io Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which unfair strategies do you believe the player has used? In case evidence related to this complaint is confidential, please send it to martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear thejonesinator,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear thejonesinator,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards, Martin