Linebet Casino - El saldo de la cuenta del jugador ha sido confiscado.

I request a full refund of my remaining balance and a proper explanation.

Where did my balance go?

I contacted support multiple times, but they keep repeating the same irrelevant response about my game activity and do not answer my main question:

However, my account balance was suddenly reduced to zero without any explanation.

My bets were not canceled, and I did not violate any rules, use VPN, or create multiple accounts.

I had a balance of 68,333 BDT in my Linebet account. Some of this balance was used for bets.

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Hello,

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

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

• 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?
• When was the last time you were in contact with the casino support?
• Could you please share with me your communication with 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

Hello Tomas,

Thank you for your response and for looking into my case.

1. I played different casino games including slots and table games (such as Solitaire/infinite type games). Some games I won, and some I lost.

2. No, I did not use any bonus to generate my balance. The balance was from my own deposited money.

3. I last contacted the casino support multiple times, most recently a few days ago. However, they keep repeating the same response and do not provide a clear explanation.

4. Yes, I will share my conversation with the support team. I am attaching screenshots showing:

- My deposit (68,333 BDT)

- My account balance reduced to zero

- Support responses where they say bets are canceled but do not return the funds

The main issue is:

The casino claims that my bets were canceled, but the funds from those bets were not returned to my account. At the same time, they say the balance was lost in games, which is contradictory.

I kindly request your assistance in resolving this issue and helping me recover my remaining balance.

Thank you for your support.

Best regards,

1. MD Apel

Hello applehasan008,

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. I went over the information you shared with me here and via email.

Do you have access to your game history, or do you have the option to request it from support? Please share any records regarding your game activity from the time of the incident for me to review.

Send the information to my email at tomas@casino.guru

Hello Tomas,

Thank you for your response.

Yes, I still have access to my Linebet account and I can log in. However, due to account restrictions, I am unable to access my full game history.

I can only see my deposit and withdrawal history, but I cannot view detailed records of my game activity or bets.

This makes it impossible for me to verify the casino’s claim that my balance was lost in games.

I am attaching the available transaction history (deposit records) and screenshots showing my current balance.

I kindly ask for your assistance, as the casino claims losses but does not provide access to the full game history or a clear explanation.

Thanks for your patience.

We recommend you contact the casino and request the relevant records of your gaming activity. Without evidence the balance was confiscated, there is little we can accomplish. We are unable to confront the casino soloely based on the fact your account was restricted.

Looking forward to your reply.

Dear applehasan008,

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.

Hello Tomas,

Thank you for your response.

I understand that evidence is required. However, I currently do not have access to my full game history because my account is restricted.

I will now contact the casino and formally request my complete gaming activity records (game history, bet history, and transaction details) for the relevant period.

Once I receive this information from the casino, I will immediately share it with you.

Thank you for extending the time and for your support

Hello Tomas,

Thank you for your patience.

I contacted the casino and requested my full game history and records. However, they refused to provide any additional information and told me to check it myself.

The problem is that due to account restrictions, I am unable to access my full game history. I can only see limited information, which is not enough to verify their claims.

I am attaching their latest response as evidence that they are refusing to provide my full gaming records.

Under these conditions, I am unable to obtain the required evidence from the casino.

I kindly request your assistance, as the casino is not cooperating and is not providing the necessary transparency

Hello Tomas,

Thank you for your patience.

I contacted the casino and requested my full game history and records. However, they refused to provide any additional information and told me to check it myself.

The problem is that due to account restrictions, I am unable to access my full game history. I can only see limited information, which is not enough to verify their claims.

I am attaching their latest response as evidence that they are refusing to provide my full gaming records.

Under these conditions, I am unable to obtain the required evidence from the casino.

I kindly request your assistance, as the casino is not cooperating and is not providing the necessary transparency.

Thanks for your patience. I went over the information already provided once again.

Do I understand correctly that you placed bets on sports betting that the casino rejected?

Do I understand correctly that you deposited using a payment method that doesn't belong to you?

Looking forward to your reply.

Dear applehasan008,

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.

Hello Tomas,

Thank you for your response.

I would like to clarify that I mainly played casino and slot games, not sports betting.

Regarding deposits, I used my own payment methods, including my personal bKash, Nagad, Rocket, and Upay accounts.

My main concern is that my balance was removed, while I was later informed that some activity/bets were canceled, but the related funds were not returned to my account.

Unfortunately, due to account restrictions, I do not have access to my full gaming history to independently verify all activity.

Best regards,

MD Apel

Dear applehasan008,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Tomas

Thank you very much for your assistance and for reviewing my complaint carefully.

I appreciate your transparency and all the effort you have made so far. I understand the situation and I will wait for further updates from Michal regarding the communication with the casino.

Thank you again for your support

Best regards

MD APEL

Hello applehasan008,

I'm Michal, and I have taken over your complaint. I have examined this case, and I would appreciate if you could clearly clarify a few things.

Can you please explain this?

Do the funds you are claiming were confiscated from your casino balance stem from this deposit?

Dear applehasan008,

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,
Michal
Casino.Guru

We’ve reopened this complaint at the request of applehasan008. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

He have received the following message from the player:

Hello Michal,

Thank you for your patience, and I apologize for my delayed response.

I would like to clarify the situation.

At the time of my last deposit of 390 BDT, I did not have a balance of 68,723 BDT in my account. My previous balance had already been lost through casino and slot gameplay.

However, the casino later informed me that certain bets or game rounds had been canceled. My concern is that if those bets or game rounds were truly canceled, the related funds should have been returned to my account balance. As far as I can see, no such refund was credited.

After I deposited 390 BDT, the situation became even more unusual. The deposit option stopped working, casino games became unavailable, and other gaming sections were restricted. Since then, only the withdrawal option has remained available.

My complaint is therefore about the fact that the casino stated that some activity was canceled, yet I could not see any corresponding refund or balance adjustment in my account.

I would appreciate it if the complaint could be reopened and reviewed further.

Best regards,

MD Apel

Dear applehasan008,

Thank you for providing the additional information. At this stage, I believe it is necessary to obtain a response from the casino in order to clarify the reasons behind the actions taken in your case. However, I must inform you that Linebet Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite Linebet Casino to join the conversation.

Dear Linebet Casino,

We would appreciate your clarification regarding the reasons why the player's bets were cancelled and why the corresponding funds have not been returned to the player's account.

If these actions were taken as a result of an alleged violation of your terms and conditions, we kindly request that you provide a detailed explanation of the specific rules that were deemed to have been breached, together with any evidence supporting such findings. You may send the relevant information and documentation directly to me at michal.k@casino.guru for the purposes of an independent review.

Thank you in advance.

Hello Michal,

Thank you for reopening my complaint and for contacting the casino on my behalf.

I appreciate your assistance and I will wait for the casino's response. Please let me know if you need any additional information or evidence from me.

Best regards,

MD Apel

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.

Hello Michal

Thank you for the update.

I appreciate the efforts of Casino Guru in handling my complaint and contacting the casino on my behalf

I am still interested in resolving this matter and I am willing to cooperate fully. At this stage, I will wait for the casino's response and remain available if any additional information or evidence is required from me.

Thank you again for your assistance and support

Best regards

Md Apel

Dear applehasan008,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. 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.

As per the new regulation, all casinos licensed in Curaçao have been required to appoint an Alternative Dispute Resolution (ADR) body to which players can turn in the event of a dispute. This should be clearly mentioned in the casino's terms and conditions.

Although Linebet Casino does have a Dispute Resolution section in their terms and conditions (30. Dispute Resolution)

It does not provide a clear information to which ADR body the players can turn to in case of disagreement with the casino's actions, thus it might worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw, as this could be considered a breach of the licensing obligations.

Alternatively, you can find a list of ADRs licensed by the CGA here: https://gamingcontrol.spin-cdn.com/media/license_registry/20260428_20260428_list_of_certificates_holder_acc_art_517_lok.pdf

The ADRs should be able to provide information on request as to whether they handle complaints concerning this specific casino.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru