Casabet.io Casino - La cuenta del jugador ha sido cerrada debido a acusaciones de fraude.

The casino has closed my account, accusing me of fraud for submitting falsified documents. They have seized my balance and have given me no chance to appeal.

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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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casabet.io 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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

The balance was made betting on sports. Does this mean we cannot continue?

Apologies for the confusion, but I just remembered the balance was played initially on sports but was most recently played on casino games, are we able to continue with this dispute?

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Thanks, Tomas. I have emailed you the correspondence between me and the casino

Hello bim900129,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and for the information provided.

Would you be able to forward the documents the casino flagged as forged to me for review?

Send them to my email at tomas@casino.guru

I apologize for the inconvenience.

I have sent you the document. Thanks Tomas

Dear bim900129,

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, Michal (michal.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

Hello bim900129,

It's Michal once more. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

In the meantime, please forward me your original, unaltered/unmodified bank statement from the appropriate period and the password to unlock the PDF file for an independent review at michal.k@casino.guru

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

Dear Casabet.io Casino,

According to the player’s communication, the bank statement submitted as proof of address was adjusted solely to remove its password protection, without any changes to the content of the document itself.

If this was the only reason for its rejection, and the other documents provided by the player have met your verification requirements, it may be worth reconsidering the decision. In the interest of fairness and clarity, I would kindly suggest resetting the verification process and allowing the player to resubmit the original, unaltered bank statement covering the relevant period for your review.

If there are additional factors influencing this matter that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

I look forward to your timely response, and I hope we will be able to clarify the situation.

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 Michal,

We will send all the information about this case to your email address. If you need any clarification, we will be happy to answer your questions.

Best regards,

Casabet Casino Team

Dear Casbet Casino Team,

Thank you for your email. I have shared my thoughts in response and remain hopeful that we will be able to resolve this matter appropriately.

Dear Michal,

We have sent you an email with additional information. Please let us know if any further clarification is required.

Best regards,

Casabet Casino Team

Dear Casbet Casino Team,

Thank you for your reply. I have contacted you through email regarding the same player concerns that they are experiencing with your sister casino, Megarich.

I remain hopeful that we can work together to find a resolution to this matter.

Dear Michal,

We are currently reviewing the case on our side and will get back to you with an update shortly.

Kind regards,

Casabet Casino Team

Dear Casabet Casino Team,

Thank you for your messages. I have shared my thoughts on how we can progress towards a fair resolution and am looking forward to your response.

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 bim900129,

Following our recent discussions with Michal, we have decided to take an exceptional approach in order to resolve this matter.

Your account has been reopened, and you are now able to withdraw your remaining balance.

Please note that this decision is made as a one-time exception.

Best regards,

Casabet Casino Team

Hi Casabet Casino Team,

Thank you for the positive update and for agreeing to reopen my account.

Could you please clarify what you mean by "one-time exception"? Will the account remain open only for this withdrawal, or will there be any further restrictions after?

Also, regarding the €500 withdrawal limit - is this a per-transaction, daily, or weekly limit?

I’d like to proceed with the withdrawal as soon as possible.

Thank you,

Bradley

@Michal - could you please confirm with the casino that this will be processed smoothly with no further KYC blocks?

get this message when I try to make a withdrawal:

Dear bim900129,

Since this matter is connected to the situation involving Megarich casino, the same sequence of actions has been agreed upon with the casino team.

Please let me know once you have submitted your withdrawal request and have received your winnings.

Hi Michal, I placed my first withdrawal request for 500 Eur on 10/04/26 and received it today, I am still waiting for another 3995 Euros, I am limited to creating one withdrawal request of 500 Eur per day (which I do every day), but I am also limited to creating 3 withdrawal requests at any given time. I will keep you updated.

Dear bim900129,

Thank you for your update. We are in agreement as long as the casino processes the withdrawals in line with their established withdrawal policy.

I do hope that you will receive all your winnings within a reasonable timeframe.

Dear bim900129,

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.

I've received the majority of my withdrawable balance from the casino. Just waiting for a few more withdrawals before we can close this complaint.

Dear bim900129,

Thank you for the update. I am glad to learn that you have received most of your winnings, and I am hopeful that you will soon receive the remainder as well.

I will be looking forward to your confirmation, as I believe it should not be much longer now.

Dear bim900129,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bim900129,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru