Konibet Casino - La cuenta del jugador ha sido cerrada.

I recently requested a withdrawal of $1,500 because I had made some money playing casino slots.

The requested $1,500 was withdrawn, but

12 hours later, I was unable to log in and received the following email:

"Thank you for playing Konibet Online Casino.

We recently conducted a detailed review of your account activity.

As a result of the investigation, based on the [Terms of Use] of this site,

We have determined that some of the actions violated the terms of service.

The specific items are as follows:

"10.3.3. Use strategies and software to minimize risk."

As a result, we have taken the step of freezing your account.

Thank you for your understanding.

I would like an explanation as to why my account is frozen when I have not placed any opposite bets such as both bets or multiple bets in baccarat.

先日カジノスロットで増えた為1500ドルを出金申請しました

申請した1500ドルは出金されたものの

その12時間後に以下のメール文と共にログインができなくなりました

""Konibetオンラインカジノをご利用いただき、誠にありがとうございます。

先日、お客様のアカウント活動に関して詳細な確認を実施いたしました。

調査結果として、当サイトの 【利用規約】に基づき、

一部の行為が規約に反しているとの判断を下させていただきました。

具体的な項目としては、以下の通りです：

「10.3.3.リスクを極力低くするための攻略法や攻略ソフトの利用。」

そのため、アカウントを凍結する措置を取らせていただきました。

ご理解のほどお願い申し上げます。""

バカラで両方ベットなどのオポジットベットや複数点賭けてのベットをしていない状況下での凍結になるので説明をお願いしたく思っております

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Dear kontike,

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 advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Could you please provide the account balance at the time the account was blocked?

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

I answered the questions in order from the top.

Please check

･I occasionally bet at live casinos, but recently I've mostly been betting on slots.

・If it is about KYC, I have passed the verification.

I have won some real money, but I haven't received a casino bonus in over 3 months.

・It probably wasn't there at the time of locking

thank you

上から順番に答えさせていただきました。

ご確認くださいませ

･たまにライブカジノでのベットはしてますが最近はほぼスロットにベットしてました

･KYCのことでありましたら検証合格しています

･リアルマネーではいくらか勝ってますがカジノボーナスは3ヶ月以上貰っていません

･ロック時点ではほぼなかったはずです

よろしくお願いします

Dear kontike,

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

It has been sent.

I only have an email left, so please check.

送信致しました。

メールしか残っておりませんでしたがご確認ください

Dear kontike,

thank you for your reply and email.

Could you please clarify what was your account balance prior to your account blockage, please?

Looking forward to your reply,

Katarina

I don't remember exactly, but it was less than $100.

厳密には覚えておりませんが100ドルはなかったはずです。

Dear kontike,

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,

Katarina

Dear kontike,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Konibet Casino representative to join this conversation and participate in resolving this complaint. Dear Konibet Casino, Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana